Jotform AI Chatbot not providing answers based on training data

I have the bot trained on jotforms, and have it implemented on my webpage. When i ask it questions on the jotform knowledge section, it answers correctly. When i pull the webpage up on my mobile phone, it doesnt know the answers. The question i asked was the cost of the hardware. "what does the spark cost?" and it cannot answer it, even though i have it added in the knowledge section. help.

Hi KatalystBrand,

Thanks for reaching out to Jotform Support. When I tested your AI Agent, it seems Spark isn't added to the knowledge base yet. Check out the screenshot below for my results:

Make sure the product is added to the training data along with its cost, so the agent can answer the same question next time. If you've already done that but it's still not working, send us the link to the page where you added it so we can check it out from our end too.

In order to thoroughly troubleshoot the issue you're experiencing, our team would like to clone your AI agent along with its associated knowledge base. By replicating your environment, we can more accurately diagnose the issue and work on a tailored solution. Rest assured that all data will be handled securely and used solely for troubleshooting purposes in line with our strict privacy and security policies. Once the issue is resolved, the cloned AI agent and all associated data will be deleted.

Can you confirm that we have your permission to go ahead with this process? If you have any questions or concerns, we’re here to help.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

I added the knowledge in the chat function where you can talk back and forth with the bot in the platform. If you look at the q/a, there are prices associated within those chats that have already been acknowledged. I am testing on the pop-up for the site. Yes you have my permission

Also worth noting - When I tested it on desktop on my website, it worked. When I tested it on my phone via mobile website, it didn’t. Hope that helps.

Hello Katalyst,

Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

Once we hear back from you, we'll be able to move forward with a solution.

the question “how much is the spark” is loaded in the knowledge base under my chatbot Q&A.

When I ask it on the desktop version of my site chatbot “how much is the spark”, it answers correctly.

When asking the same question to my chatot on the website via mobile, it says it doesn’t have the answer.

Hi KatalystBrand,

It sounds like the issue may be related to how the chatbot is rendering or accessing the Knowledge Base on mobile devices. Here are a few things you can try to troubleshoot:

1. Check Mobile Compatibility: Ensure the widget or embed code for the chatbot is fully compatible with mobile browsers. Sometimes, scripts may behave differently on mobile due to responsive design or browser limitations.
2. Clear Mobile Cache: Try clearing the mobile browser cache or testing in incognito/private mode to rule out any caching issues.
3. Cross-Check Embeds: Confirm that the chatbot embedded on your mobile version is exactly the same as the desktop version (same embed script or widget settings). Sometimes, sites serve a different version of the bot for mobile by mistake.
4. Review Q&A Visibility: Double-check that the specific Q&A (how much is the spark) is marked as available to all platforms and not restricted in any way within the chatbot or knowledge base settings.
5. Test Across Devices: Try the mobile chatbot on different devices or browsers to see if the issue is consistent this can help identify whether it's a device-specific bug.

If the issue persists, sharing a screen recording of the mobile chatbot interaction would help us replicate and diagnose the problem more accurately.

Give it a try and let us know how it goes.