When the bot answers something wrong, work through this in order. It is almost always the first step.
- Is the fact in the knowledge base at all? Use the retrieval tester on Knowledge → Tools: type the question and look at the passages it pulls. If the right passage is not there, this is a content problem, not an AI problem.
- Is the page extracted properly? Preview the source item. Empty or mangled text means the extraction failed.
- Is something else outranking it? Run the duplicate scanner. Several near-identical pages will crowd out the right one.
- Add a Q&A pair. This overrides everything and takes a minute.
- Check the voice and persona if the facts are right but the tone is wrong.
Questions it could not answer
The Knowledge Gaps screen, linked from the Dashboard, keeps a list of questions that produced no answer. That list, not guesswork, is the right to-do list for your knowledge base.