Good point about stopping the bot from inventing policies. One thing that's worked for us: give it a short list of facts it's allowed to state (hours, services, how to book) and a clear rule to hand off to a human whenever it isn't sure. It keeps answers honest, and after-hours visitors still get a useful reply instead of a form that goes nowhere. Do you also log the questions it can't answer? That log is a great to-do list for improving the content.