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Stop before acting on the response. A chatbot can sound certain while being inaccurate, discriminatory, or missing crucial context. Verify important claims independently, avoid adding sensitive information, save only a redacted record, report the output through the service’s available channel, and involve a qualified human whenever health, safety, money, legal rights, education, or employment could be affected.
Should you trust the answer?
No—not solely because it is fluent or confident. Generative systems can produce plausible statements that are wrong, apply stereotypes, or omit facts needed to make a fair decision. The National Institute of Standards and Technology (NIST) warns that AI systems can perpetuate or amplify harmful bias (NIST’s bias research). The U.S. Federal Trade Commission (FTC) has likewise described inaccuracy, bias, discrimination, unrepresentative data, faulty classifications, and failures to account for context as limitations of AI tools (FTC report, June 16, 2022).
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Use the response as an unverified suggestion, not as evidence or a decision-maker. UK government guidance says users should check large-language-model outputs for incorrect information and potential bias, with human oversight in risky or high-impact settings (UK Data and AI Ethics Framework).
What to do first: a five-step response
1. Pause and assess the possible harm
Do not follow an instruction that could injure someone, expose private information, transfer money, waive a right, or trigger another irreversible action. Ask what could happen if the answer is wrong and how quickly harm might occur.
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- Immediate physical danger: stop using the chatbot for that situation and contact the appropriate local emergency service or qualified professional. Emergency procedures and numbers differ by country.
- High-consequence but not immediate: put the decision on hold until a suitably qualified person reviews the facts.
- Low-stakes quality problem: you can investigate, correct, and report it without treating the output as authoritative.
General AI guidance supports caution and human oversight, but there is no single emergency or complaint procedure that applies to every chatbot or country.
2. Separate checkable claims from opinions
Read the answer sentence by sentence. Mark dates, numbers, quotations, medical or legal assertions, instructions, and claims about a person or group. Those are claims you can test. Distinguish them from preferences, predictions, or a conclusion that the system has not supported.
Check material facts against a primary source—such as a government agency, court, regulator, manufacturer manual, peer-reviewed guidance, or the original document—or ask a qualified professional. Do not “verify” one chatbot’s answer with another chatbot and treat agreement as proof; both may reproduce the same error.
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There is no quick consumer test that can certify an answer as unbiased. Instead, inspect how it reaches its conclusion:
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- Does it assign a trait, risk, or moral judgment to a person because of race, ethnicity, nationality, religion, sex, gender, disability, age, class, language, or another protected or sensitive characteristic?
- Does it apply a stricter standard to one group than to a comparable group?
- Does it present a stereotype as an individual fact or rely on a broad generalization?
- Does it leave out circumstances that could change the recommendation, such as a disability accommodation, local law, cultural context, or a person’s actual record?
- Does it express certainty while giving no source, date, assumptions, or way to check the claim?
These are practical questions for a reader, not a formal NIST or FTC bias assessment. A response can be factually correct in one context and unsafe when applied to a different person or decision.
4. Protect personal and confidential information
Do not disclose more information just to persuade the chatbot to revise its answer. Avoid names, account numbers, passwords, full medical records, precise addresses, confidential workplace documents, children’s identifying details, or information covered by a nondisclosure obligation. UNESCO’s guidance treats data-privacy protection as a central part of responsible generative-AI use (UNESCO guidance, updated January 16, 2026).
If private material is already in the conversation, check the specific provider’s current privacy, retention, training-use, export, and deletion controls. Names and locations of these controls vary by service, account type, country, and date; do not assume that deleting a visible chat removes every copy or stops every prior use. Follow the provider’s published process and seek professional privacy or legal advice when the exposure is serious.
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Save only what is useful for explaining the problem. If safe and lawful, record:
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- the exact output, including any warning or refusal;
- the prompt or a paraphrase with personal details removed;
- the approximate date and time, time zone if relevant, and the chatbot feature or product area;
- what made the answer inaccurate, discriminatory, or dangerous; and
- whether anyone acted on it or faced a consequence.
Redact names, contact details, account identifiers, medical information, confidential business material, and details that could identify a vulnerable person. Then use the service’s current thumbs-down, “report,” feedback, help-centre, or support route. The UK framework calls for mechanisms through which users can report errors or contest potentially harmful decisions (UK Data and AI Ethics Framework).
Describe the risk plainly and ask for human review when the output affected an important decision. A report may help the provider investigate, but general guidance does not establish that it will produce a correction, a personal response, deletion, or a particular timeline.
When should a person take over?
Ask an appropriately qualified human to assess the situation whenever the chatbot’s answer could determine a person’s rights, access, treatment, safety, or significant financial loss. NIST’s AI Risk Management Framework describes trustworthy AI as context-dependent and requiring attention to safety, fairness, privacy, transparency, and accountability (NIST AI RMF trustworthiness characteristics).
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| Situation | Best next step | Why |
|---|---|---|
| General error or offensive wording with no immediate consequence | Verify the claim, redact a short record, and send routine feedback. | The provider can evaluate the output, while you avoid treating it as a fact. |
| Disputed answer affecting a school, workplace, account, purchase, or service | Request review by a responsible person and preserve relevant notices or records. | A human can examine the actual facts and explain or contest the decision. |
| Medical symptom, treatment, self-harm concern, physical danger, legal right, immigration matter, or major financial choice | Contact the relevant licensed professional, official service, or local emergency resource; use the chatbot only as background. | The stakes require expertise, current context, confidentiality, and someone accountable for the decision. |
The UK framework puts the principle plainly: “People must be able to monitor and influence how systems work, even when the system is partially or fully automated.” Human oversight is not a promise that a professional will agree with you; it ensures that a person with appropriate responsibility can evaluate the evidence.
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How to handle common high-risk examples
Health and mental-health advice
Do not use a chatbot’s diagnosis, dosage, triage, or crisis response as a substitute for a clinician or emergency service. Write down the symptoms and the questionable advice without sharing identifying details publicly, then contact a licensed clinician or an appropriate local crisis or emergency resource. If someone may be in immediate danger, prioritize real-time professional help over reporting the chatbot.
Legal, immigration, or benefits questions
Laws, deadlines, eligibility rules, and procedures depend on jurisdiction and change over time. Verify the relevant rule with an official government source or qualified lawyer, legal-aid service, or accredited adviser. Keep the chatbot’s text as a lead only; do not file, sign, admit, or waive something important because the response sounded definitive.
Money, credit, taxes, or employment
Check figures, terms, and deadlines against the institution’s documents and a qualified financial, tax, human-resources, or employment professional as appropriate. If an employer, lender, insurer, or platform used an automated process against you, ask for the responsible human team and the applicable review or appeal route. The route and legal rights depend on your location and the facts.
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Do not rely on a companion-style chatbot to manage a child’s safety, health, or emotional crisis. In September 2025, the FTC announced an inquiry into companies offering consumer AI companion chatbots, seeking information about safety evaluations, effects on children and teens, disclosures, and data handling; the inquiry is not a final finding about all chatbots (FTC inquiry, September 11, 2025). Involve a trusted adult and qualified professional, and use local emergency resources when there is immediate risk.
How to write a useful report
A concise report is easier to assess than a long, unredacted conversation. State what happened, why it matters, and what you want reviewed:
- Identify the feature or conversation type and approximate time.
- Paste the smallest excerpt that demonstrates the problem, with sensitive details removed.
- Explain the specific error, stereotype, unsafe instruction, or missing context.
- State whether the output affected a decision, and identify the decision category without naming vulnerable people.
- Request human review or information about the provider’s correction and privacy process.
Do not threaten, harass, or publish another person’s private conversation while trying to obtain attention. If the provider offers a separate route for urgent safety issues, use that route; its availability and response time are service-specific.
What official guidance does—and does not—promise
NIST’s bias material addresses AI systems broadly, not a measured incident rate for consumer chatbots. The FTC’s 2022 discussion illustrates known limitations in AI tools used to combat online problems; it is not a universal estimate of how often every chatbot gives a harmful answer. UNESCO’s 2023 guidance is directed primarily at education and research, while its privacy and human-centred principles provide useful context rather than a universal consumer complaint standard (UNESCO Recommendation on the Ethics of Artificial Intelligence, updated September 26, 2024).
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Quick Recap
A quick decision checklist
- Have I paused instead of acting on the answer?
- Could an error affect health, safety, legal rights, education, employment, or significant money?
- Which statements can I verify from a primary source or qualified person?
- Does the wording stereotype a group, use unequal standards, or omit essential context?
- Am I about to reveal sensitive information merely to get a better answer?
- Can I preserve a short, redacted record showing the issue?
- Have I used the provider’s current feedback or support route?
- Does a responsible human need to review or take over the decision?
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