When a customer asks about a plan, a policy or a refund that was never real, there is nothing in your documentation to retrieve and nothing to compare the answer to. The check has no reference point, and the invented answer ships. We read the model's internal state instead — per entity, with no database.
Groundedness scoring, RAG verification, LLM-as-judge — every one of them works the same way. Take the answer, retrieve the source documents, check whether the answer is supported by them. They are all a comparison against a back end.
That works well right up until the thing being described was never real. An invented plan tier appears in no document, so there is no context to retrieve and nothing to verify against. The fabrications your stack is worst at catching are the ones invented out of nothing.
“While a chatbot has an interactive component, it is still just a part of Air Canada's website. It should be obvious to Air Canada that it is responsible for all the information on its website. It makes no difference whether the information comes from a static page or a chatbot.” Moffatt v. Air Canada, 2024 BCCRT 149 — the bot invented the terms of a bereavement refund. The “separate legal entity” defence was rejected.
The standard the tribunal applied was reasonable care. If you sell AI into regulated industries, your customers inherit that standard — and they churn when it is tested. This is the mechanism that makes the claim defensible.
Most vendors make you find the limits yourself. These are the limits.
It ranks answers by grounding risk and, in the strongest cases, intercepts and rewrites them. It is not a pass/fail verdict and it is not instant — it is an overnight pass over your conversation log, plus an interception arm for live traffic.
I build a probe set shaped like your product line, where any specific answer is a fabrication by construction. You watch the catch rate yourself.
A white-box layer is only possible where the model's internal state is readable — which means self-hosted open weights on a vLLM or transformers stack. If you moved to open models for cost or data residency, you are the only segment where this can be built at all.
The qualifying question is simply: what are you running inference on?