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Use cases

Wherever a wrong answer costs something.

Every industry has its own expensive mistakes. Here are six, worked through end to end: the question, what the AI said, what Gate and Ground did, when your team stepped in — and what it tells you to fix.

Worked examples · fictional brands and documents · risk scores are illustrative

01 · Banking and lending

One wrong number in a loan answer becomes a refund, a complaint and a regulator's letter.

Loan assistants quote fees, rates, EMIs and foreclosure rules all day. Every number is a promise the bank has to keep — and the wrong one is usually a real number from the wrong clause.

WHAT A WRONG ANSWER COSTSGoodwill refunds, complaint-handling time and ombudsman escalations — and a customer who planned around the wrong number.
Wrong valueMissing conditionWrong scope
Meridian Bank· Loan assistantWORKED EXAMPLE
THE QUESTIONCan I prepay my personal loan after six months?
GATE
0.93Clear. Loan agreement §4.2 and §4.3 cover it — the AI may answer.
THE AI SAID

You can prepay after 6 EMIs 12 EMIs, with no charge with a 4% foreclosure charge before year three.

GROUND
0.97“You can prepay after 6 EMIs”WRONG VALUEAUTO-CORRECTEDRECEIPT · §4.2Prepayment is allowed after 12 EMIs.
0.93“…with no charge”MISSING CONDITIONAUTO-CORRECTEDRECEIPT · §4.3A 4% foreclosure charge applies before year three.
YOUR TEAMNothing needed a person: both mistakes were confident, with a clear source, so both were corrected and logged.
WHAT IT TELLS YOU
WHY IT HAPPENEDThe 2024 rate card is still indexed beside the current loan agreement.FIX IT AT THE SOURCERetire the 2024 rate card — it fixes every future answer that would have used it.

02 · Insurance

In insurance the answer is a promise — and customers hold you to it at claim time.

Waiting periods, sub-limits and exclusions are where policy assistants go wrong: a real number from the wrong section, a cap that disappears, or a “may” that becomes a “will”.

WHAT A WRONG ANSWER COSTSDisputed claims, mis-selling complaints, and a regulator asking why the assistant promised something the policy doesn't.
Wrong valueContradicts the sourceChanged strength
Northstar Health· Policy assistantWORKED EXAMPLE
THE QUESTIONWhen will my diabetes be covered, and is room rent capped?
GATE
0.91Clear. Policy wording §3.1, §3.4 and §5.4 cover it — the AI may answer.
THE AI SAID

Pre-existing conditions are covered after 24 months 36 months. Room rent has no cap is capped at 1% of the sum insured a day. Maternity cover will start after 9 months.

GROUND
0.98“Covered after 24 months”WRONG VALUEAUTO-CORRECTEDRECEIPT · §3.1Pre-existing diseases are covered after a waiting period of 36 months.
0.99“Room rent has no cap”CONTRADICTS THE SOURCEAUTO-CORRECTEDRECEIPT · §5.4Room rent is capped at 1% of the sum insured per day.
0.58“Maternity cover will start after 9 months”CHANGED STRENGTHTO YOUR TEAMRECEIPT · §3.4Maternity benefits may apply after 9 months, if the plan includes the maternity rider.
YOUR TEAM
ANAnita · Claims team changed “will” to “may, if your plan includes the maternity rider”, and approved.
WHAT IT TELLS YOU
WHY IT HAPPENEDThe retired 2022 policy wording is indexed next to the 2025 rider.FIX IT AT THE SOURCERetire the 2022 wording.

03 · Airlines and travel

Travellers act on the answer at the airport — where a wrong one is hardest to fix.

Baggage allowances, fare rules and refund windows differ by route and fare class. The classic mistake is the right number with the wrong scope: the international allowance, quoted for a domestic flight.

WHAT A WRONG ANSWER COSTSExcess-baggage disputes at the counter, refund requests, and complaints posted publicly while the customer is still travelling.
Wrong scopeNot in the source
Skyline Air· Support botWORKED EXAMPLE
THE QUESTIONHow much check-in baggage do I get on my Delhi–Mumbai flight?
GATE
0.95Clear. Conditions of carriage §7.1 covers it — the AI may answer.
THE AI SAID

You can check in 30 kg 15 kg on a domestic flight. You can also carry a free second bag.

GROUND
0.96“30 kg on a domestic flight”WRONG SCOPEAUTO-CORRECTEDRECEIPT · §7.1Domestic: 15 kg check-in baggage. 30 kg applies to international flights.
0.71“You can also carry a free second bag”NOT IN THE SOURCETO YOUR TEAMRECEIPT · —No passage in the conditions of carriage mentions a free second bag.
YOUR TEAM
KAKaran · Support lead removed the second-bag sentence and approved the rest.
WHAT IT TELLS YOU
WHY IT HAPPENEDA promotional FAQ from a past fare sale is still in the index.FIX IT AT THE SOURCETake the expired promotion out of retrieval.

04 · Compliance and policy copilots

A compliance copilot that guesses is worse than none at all.

Staff ask it about retention periods, KYC steps and escalation rules. When the procedures don't cover a question, the only safe answer is a person's — and when they do, a dropped condition is an audit finding.

WHAT A WRONG ANSWER COSTSAudit findings, remediation work, and — when records are deleted early or kept too long — regulatory penalties.
Held by GateMissing condition
Harbor Securities· Compliance copilotWORKED EXAMPLE
THE QUESTIONCan we delete KYC records for a customer who closed their account last year?
GATE
0.08Held. The procedures cover retention periods, but not deletion requests after closure. The AI doesn't answer — a person does.
THE AI SAID

No AI answer was written.

GROUNDNothing to check — the AI never answered.
YOUR TEAM
FAFarah · Compliance answered: records are kept for 5 years after the relationship ends, so not yet — and added the rule to the procedures.
WHAT IT TELLS YOU
WHY IT HAPPENEDDeletion questions arrive every week, and the procedures have no section for them.FIX IT AT THE SOURCEAdd a deletion-requests section — next time the AI can answer it, with a receipt.

05 · Customer support at scale

At support scale, one stale policy is repeated thousands of times a day.

Returns windows, warranty terms and promotions change constantly, and an assistant quotes whatever it retrieves — including last quarter's offer.

WHAT A WRONG ANSWER COSTSRefunds you never meant to give, chargebacks, and agents re-answering tickets the AI got wrong.
Wrong scopeExpired offer
Loomway· Returns assistantWORKED EXAMPLE
THE QUESTIONCan I return my headphones after 25 days, and do I still get the 10% cashback?
GATE
0.88Clear. The returns policy and the offer terms cover it — the AI may answer.
THE AI SAID

Yes — returns are accepted within 30 days 15 days for electronics, and the 10% cashback still applies ended on 30 June.

GROUND
0.94“Returns within 30 days”WRONG SCOPEAUTO-CORRECTEDRECEIPT · Returns §2Electronics: 15 days. All other items: 30 days.
0.91“The 10% cashback still applies”EXPIRED OFFERAUTO-CORRECTEDRECEIPT · Offer termsValid on purchases from 1 April to 30 June.
YOUR TEAMBoth were confident mistakes with a clear source, so both were corrected automatically — and logged.
WHAT IT TELLS YOU
WHY IT HAPPENEDExpired-offer errors tripled in the week after the summer sale ended.FIX IT AT THE SOURCEGive every promotion page an end date, so it leaves retrieval when the offer does.

06 · Internal knowledge and HR

Internal assistants fail quietly — nobody complains until it's a grievance.

Leave, benefits and expense questions are answered from handbooks that are updated once a year and rarely retired. Two versions that disagree is the most common failure.

WHAT A WRONG ANSWER COSTSWrong payroll decisions, grievances, and employees who stop trusting the assistant and ask HR directly anyway.
Sources disagreeStale document
Northwind· People assistantWORKED EXAMPLE
THE QUESTIONHow many weeks of paid parental leave do I get?
GATE
0.86Clear. The people handbook covers it — the AI may answer.
THE AI SAID

You get 12 weeks of paid parental leave.

GROUND
0.66“12 weeks of paid parental leave”SOURCES DISAGREETO YOUR TEAMRECEIPT · Handbooks2023 handbook: 12 weeks. 2025 handbook: 26 weeks for the primary carer.
YOUR TEAM
MEMeera · People team corrected it to 26 weeks for the primary carer, from the 2025 handbook, and approved.
WHAT IT TELLS YOU
WHY IT HAPPENEDBoth the 2023 and the 2025 handbooks are indexed.FIX IT AT THE SOURCERetire the 2023 handbook.

The same four steps, in every case.

Industry changes the documents and the stakes. It doesn't change how the check works.

01 · GATEBefore the AI answersIs the answer in your documents? If not, a person answers — the AI never guesses.
02 · GROUNDAfter, every claimEach claim is scored against its source, with the passage as the receipt.
03 · YOUR TEAMOnly what's unsureConfident answers go out; confident mistakes are corrected. The review band — you set it — goes to a person.
04 · THE PLATFORMWhy, and what to fixRoot causes point at the document to retire or add, so the mistake doesn't come back.

Auto-correction, the review queue, root causes and the dashboard are in preview. Ground and Gate are live today.

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