The chatbot sometimes told shoppers a product didn't come in a certain size or color without actually knowing. It no longer invents these denials when unsure.
A missing product detail is different from proof that an option does not exist. AI Agent now avoids turning absent evidence into a categorical statement that a product never comes in a size, color, or other attribute.
The chatbot should ground its answer in the product information it has, ask for a useful clarification when needed, or hand over when it cannot answer. This helps shoppers distinguish a confirmed product fact from information that still needs your team to check.
Keep Shopify product details and relevant AI Knowledge Base answers accurate. The evidence rule applies to the existing AI Agent flow; there is no separate product-detail switch to enable.
Related guide: What Your AI Agent Can and Can’t Help With.
