AI Agent: AI Agent is not using the knowledge added for answering queries

AI Agent cant answer question about business condition accurately even i already put all knowledge in knowledge base and i ask them to check all knowledge before answer it still cannot answer.

Hi Khotchapak,

Thank you for reaching out to us for help. The AI Agent’s accuracy depends on how the knowledge base is trained and updated. To ensure it uses the knowledge effectively, you need to properly train the AI Agent with the relevant information. Here’s how you can do it:

1. Train Your AI Agent Using Knowledge Base: In Jotform AI Builder, click on Train, then go to the Knowledge Base section and select Knowledge. Add the information you want the AI to use and click Save.
2. Train with URLs: You can add website URLs containing important business information. After adding the URL, click Crawl to scan the page and related subpages for relevant content.
3. Train with PDFs: Upload PDF documents such as manuals or guides that contain detailed information. Describe what you want the AI to do with the file and save it.
4. Train with Question and Answer Pairs: Create specific Q&A pairs for common or critical questions. This helps the AI understand context and provide precise answers.

Once the knowledge is added and saved properly, the AI Agent will be able to access and use this information to answer your questions more accurately.

If you have already done these steps and the AI still does not respond correctly, can you share with us the AI Agent URL and which Knowledge exactly is not working so we can look into it? Also, if you'll allow us to clone your AI Agent to test this from our end.

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

https://agent.jotform.com/019873575fb7750a8b8fcbd8579e68bf4c52

Hi Khotchapak,

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.

lets do it

Hi Khotchapak,

Can we consider this as your approval to go ahead and clone your AI Agent on our end for troubleshooting purposes?

Once we hear back from you, we’ll move forward with a solution.

Yes please.

Hi Khotchapak,

It appears that the AI Agent you shared with us has been deleted. When I clicked the link you provided on October 2, 2025 at 2:05 AM, I received the following message on the screen:

Can you check if you shared the correct AI Agent with us for review? If it’s not the right one, share the correct AI Agent link so we can take a look. If the shared AI Agent is correct but is now deleted. You can restore it from the Trash Folder as long as it hasn’t been purged. Let me show you how:

1. On your My Workspace page, at the bottom of the menu on the left, click on Trash.
2. In the upper-right corner of the page, click on the Type Dropdown menu.
3. Then, in the menu that opens, put a check in the box next to Select All to show all the deleted assets, and click anywhere on the page to close it.
4. Next, put a check in the box next to the assets (AI Agent) you want to restore, and click on Restore in the top-left corner of the page.

Once we hear back from you, we’ll move forward with a solution.

https://agent.jotform.com/019873575fb7750a8b8fcbd8579e68bf4c52

Hi Khotchapak,

When I cloned your agent and tested it, I was able to replicate the issue. See my example below:

So, I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

For now, to help your agent use the knowledge better, you can try using the text-based knowledge section. It worked better on my end. See an example below:

Thanks for your patience and understanding, we appreciate it.