When this matters
- A refund policy changes from 30 days to 14 days and old bot answers still mention 30 days.
- A new cancellation exception is added for enterprise contracts.
- A support macro update changes escalation wording for privacy requests.
support bot regression
Support Bot Regression After Policy Changes
Support bot regression is the practice of rerunning known policy and red-team tests after the knowledge base or bot prompt changes. It catches old failures returning, new conflicts appearing, and policy edits that quietly change customer-facing behavior.
How to run it
- Save a baseline set of policy boundary questions and expected risk outcomes.
- Detect changed policy pages, macros, or escalation instructions.
- Rerun the same tests plus fresh edge cases for the changed policy area.
- Compare hallucination rate, violation count, and severity against the previous run.
- Block release or assign repairs when high-risk regressions appear.
Common risks
- Policy edits often fix one edge case while breaking another.
- Manual spot checks miss regressions in rare but expensive scenarios.
- Regression without versioned evidence makes it hard to explain why a bot was released.
How SupportPolicy Sim helps
SupportPolicy Sim saves test baselines and monthly regression reports so support AI behavior stays aligned as policies evolve.