01 Anonymised evidence
Two anonymised client engagements. Each record separates what was observed, what changed, and what remains to be verified. Client identities, transcripts and corrective details remain confidential.
The audit found that visitors showing clear booking intent were not consistently guided from availability questions to an actionable next step.
The client revised the chatbot’s guidance at key decision points.
The audit found inconsistent guidance and weak handling of questions where accuracy and reassurance were essential.
Answer quality and support behaviour were revised across the affected journeys.
One journey re-audited on 26 Aug 2026 under identical conditions. Journey score 76 → 91, answer quality 68 → 92.
02 Disclosure boundary
DECOY publishes only evidence that can be disclosed without revealing a client’s identity or enabling re-identification. Full transcripts, source comparisons, scoring and corrective logic remain available only in qualified confidential discussions. Case 02 is published with the client’s agreement.
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