Customer-facing chatbots for two clients — a panel manufacturer and a veterinary-nutrition practice. The hard part wasn't answering questions; it was the answers the agent should refuse to give.
A support agent that confidently makes something up is worse than no agent — especially in vet nutrition, where a wrong answer about an animal's diet can cause real harm.
Playbook-driven agents (Dialogflow CX) grounded in a Vertex AI Search data store scoped to each client's own site — so answers come from real content, not the model's guesses.
I'd rather the agent say "I don't have that" than improvise. The agents are constrained to their data store and route users to real resources instead of inventing specifics, so confidence never outruns what the source material actually supports.