Why CRM Is Vulnerable
Customers ask agents about their data. Fabricated answers feel plausible and erode trust. The downstream cost is churn, refunds, brand damage. CRM hallucinations are more expensive than generic ones.
Grounded Generation First
Never let the model answer from parametric knowledge about customer data. Force retrieval from authoritative sources. If no source exists, decline or escalate — don’t guess.
Post-Generation Verification
Entity-extract claims from output, verify against source data. ‘Your order shipped March 3’ — cross-check actual ship date. Mismatch blocks response or triggers revision.
Confidence Thresholds
Modern model APIs return logprobs or equivalents. Low confidence → escalate. Not perfect — high confidence can be wrong — but low confidence is a strong negative signal.