Independently test representative inquiries: Under applicable US consumer-protection rules, which approach
Resolve the conflicting evidence through representative testing and limit advertising to the supported accuracy scope.
The question
A US customer-service company wants to advertise that its AI resolves 98% of inquiries accurately. Vendor materials claim 98%, but internal testing on a different customer mix shows 70%; no methodology reconciles the results. Under applicable US consumer-protection rules, which approach best substantiates the claim before publication?
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- Independently test representative inquiries, then limit the claim to supported accuracy. ✓Representative independent testing addresses the conflicting evidence and permits only a capability claim supported for the relevant customer population.
- Delay the claim until the vendor explains its methodology and the company evaluates the evidence.Methodology review is useful, but explanation alone may not establish performance for the company’s actual inquiries or justify the precise 98% claim.
- Use the vendor’s published accuracy figure.Vendor materials may inform testing, but they do not independently substantiate the company’s consumer-facing claim for its own customer population.
- Advertise the internal result with a qualifying disclaimer explaining the difference.A disclaimer may clarify wording, but it cannot substitute for reliable support when material evidence is conflicting and populations differ.
The trap
Assess evidence quality, population fit, and claim wording separately; a disclaimer does not replace substantiation. How to remember it
Resolve the conflicting evidence through representative testing and limit advertising to the supported accuracy scope.
How many of these would you get right?
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