What questions should never be answered by AI?

AI should not answer every customer question just because it can generate a fluent reply. Sensitive advice, legal or medical questions, account-specific billing, refund exceptions, angry customers, and VIP buyer issues deserve a human workflow.

The safer pattern is to let AI classify the request, collect context, and hand off with a summary. That gives customers speed without letting automation invent policy or make commitments your team cannot honor.

The best guardrails are concrete: restricted topics, approved knowledge only, confidence thresholds, sentiment triggers, VIP routing, and fallback language that tells customers a person will review the issue.