Overrefusal happens when an AI refuses harmless requests for no good reason.
It is like a bouncer who blocks the pizza delivery. Nobody gets hurt. Nobody gets dinner either.
It can block normal help at work or in customer service. The safety rules may be too strict.
Alignment
Poor Alignment can treat normal requests as risky.
AI Abstention
AI Abstention can become overrefusal when it is too strict.
AI Content Filter
Strict AI Content Filters can cause overrefusal.