E-commerce
July 1, 2026
"The bot told me 30 days to return, then 14 days in the same chat." "Yesterday the chatbot promised free shipping, today it says no." Three tickets where the chatbot contradicts itself erodes customer trust.
The support for contradictory chatbot e-commerce responses covers inconsistencies within the same session, between two widget returns, on price deadlines, or after-sales service policy. Complements multi-source consistency (#191): here the customer reports an internal contradiction within the chatbot, not a discrepancy between the FAQ and an agent.
This guide #883 deploys the CONTRABOT-SUP policy, flow CB-1 to CB-8, and the CONTRABOT-MAP matrix. Feeds into future bot response versioning (#884).
Summary
Why do chatbot contradictions generate tickets?
Obsolete RAG, two conflicting KB sources, LLM reformulation, or session resumed without context: the bot asserts A then B. The agent denies or minimizes, confusing it with hallucination #123 or misunderstanding #879.
Five typical bot contradiction frictions
Same session: two opposing answers in one thread
Widget return: different answer the following day
CS Policy: contradictory return/refund period
Price or promo: condition amount changes between turns
Loss of trust: customer doubts any bot answer
DTC retail example
DTC Fashion, 9 contrabot_/month tickets. After CONTRABOT-MAP: contrabot_truth_resolution_rate 86%, unlogged QA escalations -52%.
CONTRABOT #883 vs COHERENCE #191, HALLU #123, CHATMIS #879 and bot #884
Five bot trust contents, five distinct angles.
Quick matrix
#883 CONTRABOT: manage tickets where bot contradicted itself in the same session or return
COHERENCE #191: single source bot agent FAQ governance
HALLU #123: bot invents information missing from KB
CHATMIS #879: bot did not understand, distinct from contradiction
RESUME #882: session resumption can expose old answer
#883 = the bot contradicted itself. #191 = agent FAQ hub and bot do not say the same thing.
Promise #883
Policy CONTRABOT-SUP, CONTRABOT-GATE tree, 8 macros, official truth to the client, contrabot_truth_resolution_rate KPI.
Which typologies does contrabot_* classify?
Action-oriented classifier: same_session ≠ cross_session ≠ policy_conflict ≠ price_conflict.
Eight CONTRABOT-MAP typologies
contrabot_same_session: two opposite answers in the same conversation
contrabot_cross_session: different answer upon widget return
contrabot_policy_conflict: contradictory refund delay feedback
contrabot_price_promo: price, fees, promo amount changes
contrabot_shipping_conflict: contradictory delivery method/time
contrabot_trust_lost: customer no longer trusts the bot
contrabot_screenshot_proof: customer provides screenshot proof of contradiction
contrabot_agent_vs_bot: agent corrects bot but ticket focus = bot contradiction reported
CONTRABOT-SUP Policy: agent and escalation rules
The CONTRABOT-SUP policy establishes the official truth without defending the incorrect bot response.
Six CONTRABOT-SUP rules
ACKNOWLEDGE-FIRST: CONTRABOT-ACKNOWLEDGE macro to validate confusion
Lookup transcript: CONTRABOT-LOOKUP to verify both bot responses
Source of truth: CONTRABOT-SOURCE-OF-TRUTH official database answer
Correct the customer: CONTRABOT-CORRECT-ANSWER without blaming the customer
Log QA: CONTRABOT-LOG-FEEDBACK feeds #884 and #191
Do not deny bot errors: "the bot is always right" is forbidden if there is proof to the contrary
Situation matrix (agent)
Confirmed contradiction: APOLOGIZE + SOURCE-OF-TRUTH + LOG-FEEDBACK
Customer misread: LOOKUP + explain without condescension
Unique false info: handoff HALLU #123 not CONTRABOT alone
FAQ discrepancy only: handoff COHERENCE #191 if there is no internal bot contradiction
Flow CB-1 to CB-8: standard resolution
Eight sequential steps, SLA P3 contrabot < 24 h, escalate QA if same recurring conflict intent.
Flow CB-1 to CB-8
CB-1 Triage: read complaint, tag contrabot_*, bot contradiction or hallucination #123?
CB-2 Lookup: transcript, two bot messages, intent timestamps
CB-3 Verify: actual contradiction or customer misunderstanding
CB-4 Classify: contrabot_* via CONTRABOT-MAP
CB-5 Execute: SOURCE-OF-TRUTH, CORRECT-ANSWER, APOLOGIZE, LOG-FEEDBACK
CB-6 Confirm: macro CONTRABOT-DONE official truth next step
CB-7 Test: customer accepts correct answer and partial trust
CB-8 Close: KPI contrabot_truth_resolution_rate + export #884
Eight CONTRABOT-* macros ready to paste
Macros aligned with the official truth registry and QA bot escalation.
CONTRABOT-* Library
CONTRABOT-ACKNOWLEDGE: "We understand the confusion caused by different chatbot responses. Thank you for reporting this to us."
CONTRABOT-LOOKUP: "We are reviewing your conversation {{id}} and the relevant bot messages."
CONTRABOT-SOURCE-OF-TRUTH: "Official response for {{sujet}}: {{vérité_registre}}. Source: {{policy}}."
CONTRABOT-CORRECT-ANSWER: "The correct information is: {{réponse_correcte}}. The bot had mistakenly indicated {{erreur_bot}}."
CONTRABOT-APOLOGIZE: "We apologize for this inconsistency. Your report helps correct the chatbot."
CONTRABOT-LOG-FEEDBACK: "Report forwarded to the chatbot team. Intent: {{intent}}. Reference: {{id}}."
CONTRABOT-ESCALATE: "Priority QA bot ticket under {{SLA}}."
CONTRABOT-DONE: "Recap: {{sujet}}. Official truth: {{réponse}}. Bot report: {{oui_non}}."
CONTRABOT-GATE tree and agent-ready truth register
Decision tree before defending bot or ignoring confirmed contradiction.
CONTRABOT-GATE
Transcript shows two opposing answers? → APOLOGIZE + SOURCE-OF-TRUTH
A single wrong answer? → handoff HALLU #123 if invention, CONTRABOT if mixed KB
Cross session old info? → CORRECT + brief #884 versioning
FAQ discrepancy not internal bot? → handoff COHERENCE #191
Recurrent same intent? → ESCALATE + LOG-FEEDBACK priority #884
Minimum internal registry
Document helpdesk: canonical customer service policies, transcript access, LOG procedure to bot QA, registry link #191. Train agents: bot contradiction ≠ misunderstanding #879 ≠ pure hallucination #123.
KPI, QA and handoff to bot #884
Measuring CONTRABOT detects uncorrected contradictions on the product side.
Four CONTRABOT KPIs
contrabot_truth_resolution_rate: customer receives official truth / total
contrabot_qa_logged_rate: % of tickets with tracked LOG-FEEDBACK
contrabot_repeat_intent_30d: same conflicting intent within 30 days
contrabot_trust_recovery_rate: customer continues with after-sales service after correction
Handoff #884
Export CONTRABOT-MAP weekly: priority contrabot_policy_conflict and contrabot_cross_session intents. Guardrail CONTRABOT-VERSION-SYNC: each LOG-FEEDBACK triggers a KB bot versioning review #884.
Edge cases: flash sale, reprise #882, multilingual bot
Three cases outside the standard flow.
Time-limited promo
SOURCE-OF-TRUTH with validity date. No contradiction if promo expired between two sessions. Explain honestly.
Resuming session #882 with an old response
CORRECT + LOG to #884. Distinction between technical cross_session versus real contradiction same policy.
Ambiguous customer formulation
Prudent LOOKUP. If the bot answered two different topics, explain without CONTRABOT if there is no real opposition.
Agent training: 20 minutes CONTRABOT
Module: LOOKUP transcript, SOURCE-OF-TRUTH register, distinguish #123 #879 #191, systematic LOG-FEEDBACK.
Exercises
Ticket A: 30 days then 14 days return same chat → APOLOGIZE + SOURCE-OF-TRUTH + LOG
Ticket B: bot invents delay missing in KB → handoff HALLU #123
Ticket C: site FAQ says X bot says Y, single bot message → handoff COHERENCE #191
How Qstomy structures CONTRABOT in your stack
Qstomy route contrabot_*, displays transcript side-by-side agent, sync truth registry #191 and export QA to #884.
Three building blocks
Routing: intent bot_contradiction vs bot_hallucination vs coherence_gap
Truth registry: sync macros CONTRABOT-* SKU official policy
QA export #884: weekly product contrabot_same_session aggregation
Scenario: DTC retail, 7 tickets/month return contradiction. Agents SOURCE-OF-TRUTH, QA #884 purges obsolete KB. contrabot_truth_resolution_rate goes from 68% to 89% in 5 weeks.
FAQ and deployment checklist for CONTRABOT
FAQ
Can the bot contradict itself without bugging?
Yes, if there is a mixed KB or an expired promo. SOURCE-OF-TRUTH + LOG-FEEDBACK corrects customer and product.
Difference with #191?
#883 = bot contradicted itself. #191 = align FAQ hub bot agents globally.
Difference with #884?
#883 = agents manage contradiction tickets. #884 = technical versioning of the bot's KB.
7-day Checklist
D1: CONTRABOT-SUP + CONTRABOT-MAP + truth register #191
D2: 8 helpdesk macros
D3: routing matrix #123 #879 #191
D4: 20 min agent training
D5: contrabot_* tags + KPIs
D6: CONTRABOT vs HALLU vs COHERENCE test
D7: weekly export to backlog #884
Linking
Enzo
July 1, 2026
