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Outdated Website Pages Are Misleading Customers Who Ask AI Assistants First

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A company found that customers were arriving at its service line with information taken from AI assistants and search summaries, often drawn from old pages still online. One customer disputed a delivery charge after an assistant wrongly said Saturday delivery was free, based on a pre-2023 FAQ page. Agents logged that roughly one call in sixty mentioned such AI-sourced information, most of it close to correct but some confidently outdated, such as closed branches and superseded policies. In response, the company inventoried about two thousand pages, removed or redirected eleven hundred, and centralised frequently changing facts into a single reviewed source. The article's author argues that businesses should treat their public websites as data sources, since AI tools read everything reachable, not just current pages.

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