Our customer service team tried using an AI draft assistant, but it occasionally hallucinated pricing terms, and now the team is too scared to use it. How do we use the IDS process to solve this issue without completely shutting down the tool?

Question

Tyler Smith · Accepted Answer

When an AI tool fails or hallucinates, the worst thing you can do is react emotionally and discard the technology. Instead, bring the issue straight to your weekly Level 10 Meeting and use the IDS process to solve the root cause systematically. First, identify the exact point of failure. Did the AI hallucinate because the prompt was too vague, because the tool lacked access to accurate pricing databases, or because the human reviewer failed to audit the output before sending it? Once you pinpoint the issue, discuss the solutions. In this scenario, the solution is rarely to stop using AI, but rather to build tighter guardrails. Adjust your prompt template to include strict negative constraints, such as telling the AI never to estimate pricing and to always leave a placeholder for a human editor to complete. Next, update your Accountability Chart to clarify that the human reviewer is fully accountable for the accuracy of any outgoing communication. The AI is simply a drafting assistant, not the final decision-maker. By treating the AI hallucination as a standard process issue rather than a technological disaster, you stabilize the workflow, build team confidence, and protect your margins.