AI Giving Wrong Answers

If your AI chatbot is providing incorrect, incomplete, or irrelevant answers, follow this systematic troubleshooting guide.

Common Causes

1. Incomplete knowledge base -- the information the AI needs is not in your KB
2. Outdated content -- your KB has old information that contradicts current reality
3. Wrong AI mode -- the model is too simple for the complexity of the question
4. Vague system prompt -- the AI lacks clear instructions on how to behave
5. Ambiguous questions -- the visitor's question could be interpreted multiple ways

Step 1: Check the Knowledge Base

• Go to Dashboard -> Knowledge Base and search for the topic where wrong answers occur.
• If the topic is missing: add it. Use FAQ format for best results:
• "Q: What is your return policy? A: We accept returns within 30 days of purchase..."
• If the topic is present but vague: rewrite it with more specific, concise information.
• If the topic is outdated: update it with current information and re-index.

> Tip: After adding or updating content, test immediately by asking the chatbot the same question.

Step 2: Review the System Prompt

• Go to Dashboard -> Assistants -> Your Bot -> AI Configuration -> System Prompt.
• Add specific instructions:
• "Always refer to the knowledge base before answering."
• "If you are not sure about the answer, say: I am not sure about that. Let me connect you with a team member."
• "For pricing questions, always refer to the latest pricing page."
• "Never make up information about products or policies."
• Avoid overly long system prompts -- keep it focused and under 500 words.

Step 3: Upgrade the AI Mode

Different models have different capabilities:

If your Fast-mode bot struggles with complex questions, try Balanced or Smart.

Step 4: Review Conversation History

• Go to Dashboard -> Sessions.
• Find conversations where the AI gave wrong answers.
• Look at the AI's response and the context it used.
• Identify the gap: was the information missing, outdated, or was the AI misinterpreting the question?

Step 5: Use Flow Builder for Critical Topics

For topics where accuracy is non-negotiable (pricing, legal, medical, financial):

• Create a dedicated flow in Dashboard -> Flows.
• Use keyword or intent triggers to intercept these questions.
• Provide a fixed, pre-written response instead of relying on AI generation.

Step 6: Add Negative Instructions

Tell the AI what NOT to do:

• "Do not discuss competitor products."
• "Do not provide legal advice."
• "Do not promise delivery dates unless confirmed in the knowledge base."
• "If asked about topics outside your knowledge, say: I can only help with [your company] related questions."

Step 7: Test and Iterate

1. Make a change (KB update, prompt edit, mode change).
2. Test with 5-10 real questions.
3. Check the answers.
4. Repeat until accuracy is satisfactory.

Still Having Issues?

Contact support at [email protected] with:

• The question that produces a wrong answer
• The expected correct answer
• A screenshot of the conversation