Our support bot started making up refund policies at 2am on a Tuesday

I run a small shop in Portland and we turned on an AI chat tool last month, but around 2am last Tuesday it told three customers they could get full refunds 90 days out, which is not our policy. We caught it by 9am and had to eat about $400 in refunds to keep people happy. Has anyone found a way to lock these things to a set script instead of letting them freestyle?

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