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The Refund That Never Existed
A support chatbot invents a policy — and the company is held to it
Technique first revealed 16 Nov 2018
RAG Knowledge Assistant
InstructionsDataActionsControl / decisionFeedback / logs
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A reasonable question
A customer whose grandmother just died visits the airline site and asks the chatbot whether they can get a bereavement discount, and how it works.
💬Customer messageprompt
Hi — my grandmother just passed away and I need to fly home for the funeral this week. Do you offer bereavement fares, and can I get the discount applied as a refund after I book?
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