Handle a guest who cites conflicting restaurant information

The decision this workflow supports

A visitor may quote a review, old menu or another website that disagrees with the chatbot. The assistant should acknowledge the discrepancy and identify the approved source it is using, without declaring the visitor’s source false.

Put the review process in place

Ask where the information appeared and which detail differs. Share the current approved statement only within its scope. Send the conflict to the content owner when verification is needed, especially if it involves a date-specific offer or an existing arrangement.

Worked example for your team

A fictional visitor quotes an old promotion from a saved page while the approved FAQ describes the current offer. The assistant should identify the approved statement and record the discrepancy for review, without declaring that the saved page never existed. The content owner needs the source reference and relevant date. If the issue concerns a particular transaction, route that part to staff rather than deciding which terms apply. A useful correction process respects the report while avoiding a blended answer assembled from incompatible versions of the restaurant’s information.

Sample wording to approve

“I can see why those statements would be confusing. The approved information I have says [statement]. Please share the page or detail you found so staff can review the difference.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need conflicting statement, source reference, approved statement version, relevant date, and content owner. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

The visitor’s report is not dismissed. The assistant does not merge incompatible statements. The content owner receives enough detail to investigate. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.

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