When AI gets it wrong: checks, undo and staying in control of what it sends

AI gets things wrong in predictable ways: an out-of-date price, an invented figure, the wrong customer, a step done without being asked. The fix is a rule that nothing goes to a customer, supplier or Xero without your approval, plus a short list of things you always check. If something slips through, correct it the same day in writing.

What kinds of mistake does AI make?

Most mistakes fall into a few types, and each has a check that catches it.

A property developer who had used paid ChatGPT for 18 months told us plainly: "We've noticed hallucinations." That is the normal experience, not a fault in one tool. A general AI chat tool fills gaps with something that sounds right. See why ChatGPT gets your quotes wrong for more on old prices.

What does one wrong line cost?

Quantities are where a small AI error turns into real money, because it multiplies. A roofing and cladding firm in Ireland had an insulation quote where the board coverage was taken as 0.75 m² a board instead of 1.44 m². Here is what that does on an 86 m² flat roof.

In that case the AI was the one that caught the error, along with a non-compliant adhesive. The same tool could as easily have made it. That is why the quantity line is on every check list.

How do you stop AI sending the wrong thing?

Set it up so the AI drafts and you send. Any tool that can email customers, post to Xero or change a job's status without you should have that switched off, or limited to low-risk things you've named.

A builder doing hard landscaping and brickwork stayed on an extended trial with us after a quote was marked accepted by mistake. His words are the best summary of what owners want from any AI tool.

Which five things should you check on every draft?

Read the draft for 30 seconds before you approve. You're not checking the grammar.

1. Customer and address.

   Right person, right job. AI tools can mix up two customers with the same first name.

2. Price and VAT.

   Does the total look like what you'd expect for this job? Is VAT right, and is the reverse charge applied if it should be?

3. Quantities.

   Square metres, lengths, coverage per pack. Check one line against your own rule of thumb.

4. Dates.

   Start date, validity of the quote, payment terms. Look for wrong time zones on booked visits.

5. Exclusions and assumptions.

   Has it left out the exclusions you always include? See exclusions wording.

Can you undo something AI has sent?

Usually not completely. An email or a WhatsApp message that has been delivered may already have been read, even if your app lets you delete or recall it. Treat sent as sent, and correct it in writing.

What you can reverse: a draft bill in Xero can be deleted before approval, a job status can be changed back, and a supplier order can usually be cancelled if you ring before it's picked. Ask any AI supplier exactly what their undo covers before you start; questions to ask before buying AI software has the list.

What do you say if a wrong quote goes out?

Send a correction quickly, in writing, and say which version replaces which. A quote that's clearly a mistake is easier to correct before the customer has accepted it, so speed matters. If they've already accepted a price that's wrong, the position can be less clear-cut: see quote vs estimate and take advice on a large job.

Hi customer name,

The quote I sent on date for job and address had a mistake in it: e.g. the insulation quantity was wrong, so the total was too high.

Please disregard quote old reference. The corrected quote is attached as new reference, with a total of £ amount + VAT.

Sorry for the confusion. Everything else, including the start date of date, stays the same. Any questions, call me on number.

Your name
Business name

Who is responsible when AI gets it wrong?

You are. To your customer, a quote from your business is your quote, whoever or whatever drafted it. Under UK data protection law you are also responsible for personal data your business handles, including anything you paste into an AI tool. GOV.UK says businesses must keep personal data secure and accurate and can face fines or compensation claims for misusing it.

That's a reason to choose tools that let you approve before sending and that keep a log, and to avoid pasting customer details into a free AI chat tool account. ChatGPT Business, for example, says OpenAI does not train on workspace data, but it also says self-service data export isn't available in Business workspaces, so check what you can get back out.

Common questions