SupportPolicy Sim

AI support hallucination simulator

AI Support Hallucination Simulator

An AI support hallucination simulator creates realistic customer messages that tempt a bot to invent policy exceptions, refund amounts, warranty coverage, legal advice, or account actions. It is most useful when it compares each answer to cited policy evidence instead of relying on a generic quality score.

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When this matters

  • A bot offers a refund after the written refund window has closed.
  • A customer pushes for a cancellation exception after threatening a chargeback.
  • A multilingual user describes a screenshot and the bot guesses a policy that was never documented.

How to run it

  1. Select the policy area and customer tone to stress-test.
  2. Generate prompts that combine ambiguity, emotion, missing context, and policy pressure.
  3. Run the bot response through evidence checks and risk classification.
  4. Review unsupported commitments and link each issue to the source policy gap.
  5. Add safer templates or escalation rules, then rerun the simulator.

Common risks

  • A hallucinated courtesy credit can become an operational and customer-trust problem.
  • Sensitive domains such as health, finance, and privacy require escalation rather than confident improvisation.
  • Screenshots and partial customer descriptions can cause bots to infer facts they do not know.

How SupportPolicy Sim helps

SupportPolicy Sim generates hallucination traps, scores the responses, and recommends knowledge-base fixes and escalation guardrails.