How an Enterprise Media Brand Uncovered High-Risk AI Inaccuracies With ArcAI

When AI search engines give customers the wrong information, it’s more than a digital glitch; it’s a business risk. For an enterprise media brand, ensuring its 6 million customers get the right facts is essential for maintaining trust and keeping support costs down. Here is how they used ArcAI Accuracy to find and fix high-risk AI "hallucinations."

The Challenge: Inaccurate AI Responses Pose Huge Risks

As more people use ChatGPT, Gemini, and AI Overviews for answers, the media brand noticed that AI wasn't always quoting the brand’s official website.

Instead, these tools were pulling answers from old community forum posts or third-party sites. This created real problems:

• Support & Fraud Risks: AI surfaced incorrect contact numbers—in one case, giving out a private individual’s number as a support line.

• Wrong Contract Details: AI told users that contracts were 18 months long when the standard had actually changed to 24 months.

• Wasted Budget: With every support call costing roughly £6 to £8, AI-driven confusion was sending unnecessary, expensive traffic to their call centers.

>> Recommended Reading: Solving the AI Search Accuracy Challenge for
Enterprise Brands <<

The Insight: Why LLMs Ignore the Facts

Using ArcAI Accuracy, the team discovered a major gap: even when the right information was on their site, the AI bots couldn't always "see" it. Technical hurdles, like hiding important answers inside JavaScript accordions, forced AI crawlers to look elsewhere for info. It just couldn't find the official source.

The Action: Finding the Gaps with ArcAI Accuracy

The media brand used ArcAI Accuracy to stop guessing and start auditing. They moved through their entire customer journey, from new shoppers to long-term subscribers, to find where the AI answers were getting it wrong.

They used the tool to:

• Spot Direct Conflicts: Quickly find every instance where an AI answer flat-out contradicted official brand facts.

• Find the "Poison" Source: Identify the exact third-party URLs that were feeding the AI incorrect data.

• Fix the Content: Move important facts higher on the page or add them to Structured Data so AI engines could find and cite them easily. 
  

The Results: Protecting the Customer Experience

Within days, the media brand had a clear plan to protect its brand. Even without waiting for long-term data, they were able to:

• Reduce Churn Risk: Fix AI answers for "cancellation" and "renewal" prompts that were giving users the wrong advice.
• Clean Up Support Paths: Ensure that "Direct Debit" and "Contact" answers were pulling from official pages, not random forums.
• Track Accuracy: Set an "Accuracy Score" to monitor how new AI updates affect the brand's reputation in real-time.

Today, the media brand uses ArcAI Accuracy to monitor that when an AI engine talks about their brand, it’s telling the truth.

Key Takeaway

"If we don't answer the question directly, the AI will find someone else who will… and they’ll probably be wrong," noted the media brand’s digital marketing leader.

ArcAI Accuracy gives brands the visibility to protect their revenue and their reputation.

Is AI search misrepresenting your brand? See ArcAI Accuracy in action today.