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AI sometimes gets things wrong. How can I trust it?

Becca Lough

AI is becoming a big part of our daily lives, helping businesses and people work faster. But sometimes, AI gets things wrong. So, how can we trust it?

AI Is Not Always Right

AI tools, like chatbots, can sometimes give incorrect answers. You might ask, “Who won this game in 1988?” and the AI might give the wrong response but sound very confident. That can be frustrating.

“If I have to fact-check everything AI says, what’s the point of using it?” – Evan Connell, SOLVD Consulting Manager

AI does not think like humans. It processes information in complex ways that we don’t always understand. This means mistakes, or "hallucinations," can happen.

Keeping Humans and Data in the Loop

Since AI is not perfect, businesses must make sure humans are involved. AI should not make important decisions alone, especially when talking to customers.

“AI can handle common questions, but for complex issues, a human should step in.” – Evan Connell, SOLVD Consulting Manager

Companies like Salesforce use AI carefully. For example, their AI tool, Agentforce, can help with customer service by answering common questions. However, when the question is too complicated, the AI transfers the case to a human agent. This ensures that customers always get the right help.

How to Make AI More Reliable

To improve AI’s accuracy, businesses should provide AI with correct and updated information. This means AI should have access to:

  • Customer records
  • Product details
  • Past interactions
  • Knowledge articles

A good example is Salesforce Data Cloud, which stores all company data in one place. This allows AI tools like Agentforce to find the best answers quickly.

AI Is the Future, But Humans Matter Too

AI is still developing, and while it can do many tasks, humans need to guide it. More businesses are using AI to automate tasks, but they must also ensure that AI provides correct and useful responses.

“AI is powerful, but businesses must stay in control to ensure accuracy.” – Evan Connell, SOLVD Consulting Manager

At SOLVD, we help businesses use AI the right way. Want to make AI work for you? Contact us today to learn how to integrate AI into your business while keeping accuracy and customer trust a priority.