When an AI Bot Started Making Things Up — The Hidden Risk of Hallucinations in CX
A Story to Start In mid-2025, a growing fintech implemented a new AI chatbot trained on product documents, FAQs, and historical customer interactions. For the first month, everything looked promising: bot handled 38% of total volume live agent load decreased email backlog disappeared Then, quietly at first, things went wrong. Customers started reporting bizarre responses: […]