The most common wrong answer in our tests
Your chatbot quotes a price that isn’t on your price list
The bot finds the right table and reads the wrong row: the pricier room, the member rate, the other plan. Customers act on it.
A customer asks what something costs. The bot answers at once, in a friendly sentence, with a number. The number is on your site, just not for that product: it belongs to the row above, the members-only rate or last season’s plan.
Nobody on your team sees it happen. The customer either books expecting that price, or decides you are too expensive and leaves.
How much is a triple room with breakfast?
A triple room is €175 per night, breakfast included.
Your page says
Triple Room €145 per night, breakfast included
Rates table. €175 is the Family Suite row below it
How much is the annual membership?
The annual membership is £39 a month.
Your page says
Annual £399 paid upfront · Monthly rolling £39 a month
Membership page. £39 is the monthly plan next to it
Why it happens
It isn’t random
Neighbouring rows look alike
Price lists repeat the same words: room names, sizes, “per night”, “per person”. The bot retrieves the right table and picks the line next to the one asked about. In our tests most wrong numbers worked this way.
Discounts read like prices
A member, student or early-bird price sits right beside the regular one. Without context the bot treats it as the price.
Old pages stay in the knowledge base
Prices change on the website, but the bot was trained on a copy from months ago, or on a PDF nobody updated.
What it costs you
- A customer quoted too little expects that price at checkout or at the desk. You either honour it or argue with someone who has a screenshot.
- A customer quoted too much leaves quietly. It never shows up as a complaint.
- In 2024 a Canadian tribunal ordered Air Canada to pay a passenger the fare discount its chatbot had wrongly promised. It treated what the bot said as what the airline said.
How we check
- 01We read your price pages first and find pairs of similar rows: two room types, regular and member price, monthly and annual plan.
- 02We ask about one specific row from each pair, the way a customer would, and follow up with “and for two?” or “what about weekends?”.
- 03Every number in every answer is compared with your page. A wrong one is logged with the transcript, the page, the row and the screenshot.
What the fix looks like
- Rewrite the price content the bot reads as one line per product with its full name, so neighbouring rows stop looking alike.
- Add a short rule to the bot’s instructions: quote prices only with the product name, and link the price page.
- Re-test the same questions to prove the fix holds.
Where we see it
Other mistakes we find
Invented fees and policies
A delivery charge, a refund window, a fee: confident, specific and nowhere on your site. This is the answer that ends up in a dispute.
Read more“We don’t have that”
The answer is on your pricing page, your FAQ, even your home page. The bot says it can’t share it, it isn’t announced, or it doesn’t exist.
Read moreAnswers a different question
Asked about one product, it answers about another. Asked about delivery, it shows a product carousel. The customer has to start again, or gives up.
Read moreLoops and silence
A typing indicator that never ends. The same reply to every question. A consent screen that comes back after every click. The customer can’t get past it.
Read moreBroken after an update
An expired key, a changed model, a moved page. The bot shows an error to every visitor, and it can go on for days.
Read moreName and email first
Asked a question your FAQ answers in public, the bot asks for a name, email or phone number first. Most visitors close the chat.
Read moreSee your assistant answer your customers first
Email us your store’s address. Within a working day you get five questions your customers ask and the answers your assistant would give, each with the page it comes from. Free, no call needed.