Improve Bot Quality

Improve Bot Quality

Follow these best practices to help your AI chatbot answer customer questions more accurately and consistently.

1. Improve Knowledge Base

The quality of your bot’s answers depends directly on the quality of your knowledge base. Poorly written or missing documents are the most common cause of incorrect answers.

1. Check Unanswered Analytics — Go to Analytics → Unanswered Questions to see what customers are asking that the bot cannot answer.

2. Create specific documents — Write dedicated documents for each topic or question type. Avoid combining multiple unrelated topics into a single document.

3. Use customer language — Write documents using the same words and phrases your customers use, not internal jargon.

Good vs Bad Document Examples

Aspect	Bad Example	Good Example
Title	”Product Info"	"What is the return policy for online orders?”
Content	Covers shipping, returns, and warranty in one doc	One doc per topic with clear answers
Language	”Utilize the RMA process"	"Request a return via the Returns page”
Length	5,000 words covering everything	200–400 words focused on one question

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2. Choose the Right Guardrail Mode

Guardrail mode controls how strictly the bot stays on topic. Choosing the wrong mode leads to either off-topic answers or unnecessary refusals.

Industry / Use Case	Recommended Mode	Reason
Finance, Medical, Legal	Strict	Accuracy and compliance are critical
General business support	Hybrid	Balances helpfulness with safety
Creative, lifestyle, retail	Open	Encourages natural, flexible conversation

To change the mode, go to Settings → Bot → Guardrail Mode.

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3. Use Test Bot Regularly

1. Collect 20–30 real customer questions — Use questions from your support tickets, chat history, or Unanswered Analytics.

2. Run Test Bot — Go to Test Bot and ask each question. Check the answer and the confidence score.

3. Add documents for low-confidence answers — If the bot scores below 70% confidence on a question, add or improve the relevant document.

4. Retest — After updating the knowledge base, re-run the same questions to confirm improvement.

Tip

Run a full test session after every major knowledge base update to catch any regressions before customers notice.

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4. Continuous Improvement Loop

Bot quality improves over time when you treat it as an ongoing process, not a one-time setup.

Unanswered Analytics
        ↓
  Identify gap
        ↓
    Add docs
        ↓
   Test Bot ←──────────────┐
        ↓                  │
  Customer use             │
        ↓                  │
    Feedback ──────────────┘

Review Unanswered Analytics at least once a week. Each cycle makes the bot smarter and reduces the volume of questions escalated to your team.