Agent gave an incorrect answer

Incorrect answers usually come from stale knowledge, missing documents, ambiguous instructions, or a prompt rule that conflicts with a newer policy.

Fix path

• Find the exact answer in the transcript.
• Identify the correct source of truth.
• Update the article, uploaded document, website page, or Q&A snippet.
• Rebuild or refresh the agent knowledge base.
• Retest the same question with the agent.

Include in the ticket

• The wrong answer, the expected answer, source document or URL, agent name, and conversation ID.