Why a Caller Might Hear Outdated Information

If a customer calls and your AI gives them incorrect or outdated information about your business, there are a few common causes. This article helps you identify and fix each one.

Cause 1: Knowledge changes not published

This is the most common cause. If you've updated your knowledge base but haven't published the changes, the AI is still using the previous version of your content.

Fix: Go to the Knowledge Base section and publish. After the publish completes, make a test call to confirm the information is updated.

Cause 2: The knowledge base itself is outdated

If you've never updated a knowledge article that contained old information, the AI is simply using the outdated content you originally entered.

Fix: Review your knowledge base articles — especially business info (hours, prices, menu items, services) and FAQs. Update any outdated content and publish.

Cause 3: The wrong information is in the knowledge base

Sometimes the knowledge base contains contradictory or duplicate information. If multiple articles say different things about the same topic, the AI may pick one over the other inconsistently.

Fix: Audit your knowledge base for duplicate topics. Remove or consolidate conflicting articles. The AI performs better when each topic has one clear, authoritative source.

Cause 4: The information is not in the knowledge base at all

If a caller asks about something that isn't covered in your knowledge base, the AI may attempt to answer from general context — and that answer may not reflect your specific business accurately.

Fix: Add a knowledge article covering the topic the caller asked about. Specific, well-written articles produce the most accurate AI responses.

Cause 5: Recent changes to operating hours not reflected

If you've changed your hours in the Availability/Hours section but haven't published the AI, the AI may still quote old hours in conversation.

Fix: After changing operating hours, publish the AI and make a test call asking "What are your opening hours?"

💡 Tip: After any significant business change (new menu, new hours, new services, new policies), review the relevant knowledge base content and publish. This takes 5 minutes and prevents misleading your customers.

⚠️ Important: If a customer makes a decision based on incorrect information from the AI (e.g. showing up when you're actually closed), it's important to correct the knowledge base and publish immediately, then apologise to the customer directly.