Answers

What should you say when a customer repeats something wrong an AI told them?

Ascent Vision · Published October 21, 2026

Stay calm, thank the customer for checking, and say what is actually true in plain words. Do not argue with the assistant or make the customer feel foolish. Offer to confirm the correct detail in writing, and note what you heard. If the wrong detail came from your own website or profile, fix it there, because that is the part you control.

Say what is true, calmly

A customer who arrives with a wrong detail has often done some homework, so start with thanks. Then correct the one detail and move on to what happens next. Avoid commenting on the technology: the customer needs the right fact, not a verdict on the assistant.

If the wrong detail is a price range, do not argue about the number. Explain how you work out a price for their job and what the next step is, such as a visit or a call. If it is a service you do not offer or an area you do not cover, say so kindly and, where you can, point to someone who does.

A short script

• “Thanks for checking before you called.”
• “That is not quite right. Here is how it works: [the true detail].”
• “Here is what that means for your job: [one sentence].”
• “I will send that in writing so you have it.”

Put the correct detail in writing

After the call, send a short message that states the correct detail once. Use email, or a text only with the person’s consent. It gives the customer something to point to, and it can avoid a second disagreement at the door. If the point affects the job, such as what is included or where you work, put it in the quote as well.

Write down what you heard

Note the date, the customer’s own words, which assistant they used if they remember, and what was wrong. Record the lead’s source as “AI answer”, so you can see later how many customers arrive this way and whether those leads are won, lost or still open. The related answer on telling whether a customer found you through ChatGPT explains why asking is usually the reliable way. Two or three notes about the same wrong detail tell you where to look first.

Fix what you control

Check whether the wrong detail matches something you published: old hours, a service you stopped offering, the wrong area, a price from years ago. If it does, correct it in plain words on your website and your Google Business Profile, and ask any other site that has it wrong to correct it. The related answer on whether AI assistants get facts wrong covers what you can and cannot change.

If you cannot find a source, try the question yourself in a fresh chat, but expect that it may differ from the customer’s: the related answer on why ChatGPT gives different people different answers explains why one try proves little. You cannot edit what an assistant says, and no one can promise it will change, so keep correcting the detail where you can and keep recording it.

Related answers

• Do AI assistants get facts about businesses wrong?
• How do you know if a customer found you through ChatGPT?
• Why does ChatGPT give different people different answers?