Generative AI sped up reply creation — and also amplified risks of wrong information, inconsistent tone, and promises operations cannot keep. Mature stores treat AI as copilot, not full autopilot.
Main risks
Hallucinated price or delivery dates, sensitive data leakage in prompts, off-brand tone, and over-reliance without human fallback.
Best practices
Define an approved knowledge base, templates with controlled variables, sample conversation review, and automatic escalation for sensitive cases. Never train on customer data without consent.
Ongoing governance
Monitor CSAT, escalation rate, and reported errors. Adjust prompts and rules weekly. Klivvo unifies history and events so humans and AI share the same context.