Guides
Get your chatbot right.
Practical, plain-English answers about AI chatbots: how to test them, how to fix them, and what went wrong when other businesses' chatbots made the news.
01 / Guides
How to test an AI chatbot before your customers do
A practical step-by-step method: the eight failure areas, how to grade answers and when to re-test.
How to stop your chatbot making up prices
Why chatbots invent prices and details, and five steps that prevent most of it.
What is prompt injection? A plain-English guide
How customers trick chatbots into changing their rules, and how to make yours harder to trick.
How often should you re-test a chatbot?
Why chatbots drift after updates, and a simple re-testing schedule.
AI chatbot checklist for clinics
Nine things a clinic chatbot must get right, each with a question to test it.
02 / Incident write-ups
When chatbots made the news, and what to learn.
Held to a refund policy its bot made up
Air Canada's chatbot described a refund rule that didn't exist. A tribunal ruled the airline was responsible for what its chatbot said and ordered it to pay.
Read the write-up 2023 · Car dealer, USATalked into “agreeing” to sell a car for $1
A dealership's chatbot was tricked into agreeing to a ridiculous deal. The screenshots went viral and the dealer shut the chatbot down.
Read the write-up 2024 · Delivery firm, UKSwore at a customer and mocked the company
DPD's chatbot was coaxed into swearing and criticising its own employer. The company switched part of it off.
Read the write-up