How to stop an AI chat from quoting the wrong price
An AI chat quotes wrong prices when it answers from memory, from an old page, or from two sources that disagree. The fix is to give it one approved, versioned price list, make every quote a calculation from that list, and make it stop and ask a person whenever two facts conflict. StayReplied works this way: prices, promotions, currency, tax and rounding are stored as data, the AI uses only published versions, and when facts disagree it hands off and creates a task for your team. Here is how to set that up in any tool, and what to check before you let AI answer on its own.
Why AI chats get prices wrong
| Cause | What the customer sees |
|---|---|
| The AI was trained on, or read, an old page | Last year's price |
| Two documents give two prices | A random one of the two |
| A promotion with dates and conditions | The discount offered after it ended |
| Tax and rounding done "in its head" | A total that differs from the invoice |
| A payment screenshot taken as proof | An order marked paid that never was |
None of these is fixed by a better model. They are fixed by what the AI is allowed to use.
Five rules for an AI that quotes
- One source of prices. Keep prices as records, not as sentences inside documents.
- Draft, review, publish. Nobody's edit reaches customers until it is reviewed and published.
- Keep a record. If a price was wrong, correct it and approve it again; each answer shows which price record it used.
- Calculate, don't generate. A quote is regular price, promotion, eligibility dates, currency, tax and rounding, worked out from data.
- Stop on conflict. If two facts disagree, the AI must not choose; it hands off.
How StayReplied applies them
- Knowledge and prices are written as drafts, reviewed, then published. Every document version is kept and can be rolled back; a price is corrected by approving it again, or retired. The AI can only use published versions. A price list can be imported from CSV, landing as drafts for review. For web chat, keep them in a knowledge base set to Public.
- Quotes are calculations: "Regular price, promotion, eligibility dates, currency, tax and rounding are stored as data, so a quote is a calculation."
- Your team sees the source of each answer, so you know which version the AI used. The source list is for your team; customers see the answer.
- Conflicts stop the quote: the AI hands off and creates a specific task for your team.
- Payment claims aren't payments: "A payment screenshot moves a lead to 'awaiting verification', not 'won'." Confirmation comes from your payment system or a person.
- Complaints and refund demands are recognised and handed to a person.
See AI sales and support for the full list.
Decide where AI may answer alone
AI can still be wrong, so you decide, channel by channel, whether it answers on its own or only drafts. A sensible start:
| Channel setting | What the AI does | Good for |
|---|---|---|
| Off | Nothing; your team answers | A channel you are still setting up |
| Draft only | Writes a reply, a person sends it | Your first weeks, and busy price questions |
| Answer | Replies on its own from published facts | Hours, location, current published prices |
In every setting, complaints, refund demands and questions the AI is unsure about go to a person. When AI should hand a chat to a person turns this into a full hand-off policy.
What it costs, and what AI needs
Every plan has every feature, including "quotes only from approved price records": Starter AED 70, Team AED 210 and Business AED 420 a month, plus 5% VAT. No plan includes AI today: AI replies need your own Anthropic key, and your provider bills you directly (how to keep that bill predictable). See pricing.
If you are comparing StayReplied with a general help desk, StayReplied or a general help desk shows where each fits.
A checklist before AI quotes for you
- Every price you sell at is a published record, not a sentence in a document (the 20 answers to write first covers the rest of your knowledge).
- Old prices are unpublished, not just "updated" somewhere else.
- Each promotion has its start and end dates.
- Tax and rounding match your invoices.
- Channels where discounts come up often start on "draft only".
- You have read twenty AI drafts and their sources before a channel answers on its own.
When this is not for you
If you change prices by the hour and can't keep a published list, AI quoting will hand off often; keep people answering. Web chat is the channel you connect today. Read who StayReplied is for and who it is not for.
Questions and answers
Can the AI make up a price?
It answers only from the knowledge and prices you published, and your team can see the source. When it is unsure, or two facts disagree, it hands the chat to your team.
What happens if two price records disagree?
The AI doesn't pick one. It hands off and creates a specific task for your team.
Does a payment screenshot count as a sale?
No. It moves the lead to "awaiting verification", not "won". Confirmation comes from your payment system or a person.
Is AI included in the plans?
No. AI replies need your own Anthropic key, and Anthropic bills you directly for what the AI uses. Your team can answer every chat without AI.
Publish your price list first.
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