AI Agent Doesn't Pull Up Information From Knowledge Base

Good day!

I’m currently training our AI agent and have uploaded our knowledge base. However, I’ve noticed a few issues:

• It doesn’t dig deeply enough into the content, so the answers come out vague.
• It doesn’t pull up the links included in the knowledge base.
• When I train it under “Teach Our Agent,” it seems to learn correctly, but when I test it through Gmail, it responds that the information is not in the knowledge base.

Could you advise if there’s anything we can do to improve its performance?

Hi Pam,

Thanks for reaching out to Jotform Support. Based on the information from the screenshot you provided, I think the issue in general was about how the AI Agent processed the information from the Knowledge Base. You can train your AI Agent to understand your business even better by adding specific details about your products, services, and processes. Adding information to your AI Agent's Knowledge Base is easy. Let me show you how to do it:

1. In Agent Builder, in the blue navigation bar at the top of the page, click on Train.

2. Now, click on Add New Knowledge.

Note: If you’ve already added knowledge to your agent, click on Add New Knowledge to open the knowledge-adding options.

3. Enter accurate details your AI Agent can use to provide the best responses. This includes your Company Overview, Product features, Pricing, Policies, FAQs, and any other key information customers may ask about.

4. Now, click on Save at the bottom of the page, and you're all set.

This process will ensure that the information will be added to your AI Agent's knowledge base properly. You might also want to check out our guides about How to Train Your AI Agent, How to Teach Your Agent by Chatting and How to Train Your Agent with Questions and Answers.

Reach out again if you need any other help.

Hi,
We have uploaded files with specific FAQs that your clients ask. We want the AI agent to use the exact wording that we give for each question. The agent is not following the guidelines we have given it. It is not accessing previous email responses even though we have connected it to our gmail account. I am not able to get helpful support from Jotform either. Is there a real support person that can screen share and show is what the problem is. Thank you,

Pam Bartha

Hi Pam,

Can you also 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.

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.

When we hear back from you, we’ll be ready to move forward.

I created a short video, but I don't know why I had to do that because you could just look at the thread of myself trying to train Evelyn and you will see that she is not answering the questions from our knowledge base that we gave her. She's making a lot of errors. Most of her responses are completely erroneous. I am really disappointed with the level of support. This has been gone going issue for days and I'm asked to make a video about it? There is no one that can screen share to help resolve the problem quickly? I honestly don't have the time to invest your AI tool that likely will not work well and the support is very poor. Unless you can help me quickly I am going to have to cancel my subscription. This has not been a good experience. I was really looking forward to working with your company to create various AI agents and forms, etc. but this is very frustrating and frankly a waste of my time.

Hi Pam,

I understand how important for you to fix this. 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 problem 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. 

Once you get back to us, we can take the next step toward solving this.

Hi, Yes you can clone my AI Agent. Thanks, Pam Bartha

Hi Pam,

The best approach to train the AI Agent to use the exact wording for each of your questions is to add them as Actions. By doing this, you can customize the trigger for when the AI Agent should use the specific wording you’ve set. This makes the responses more accurate, consistent, and easier for the AI to handle. It's really easy to do. Let me show you how:

1. In Agent Builder, in the blue navigation bar at the top of the page, click on Train. 

2. In the menu on the left side of the page, click on Actions. 

3. Set up the Action like you see below and click on Save:

Take a look at the screenshot below to see how it works after: Give it a try and let us know how it goes.

Hello!

I have tried your suggestion but it is still unsatisfactory.

Here's what I have tried
You can see that it still failed to answer word-for-word even though I have already given it the EXACT answer.

Also, if this is going to be the solution for it to be able to give verbatim answers, does that mean we have to input all possible questions and answers to the ACTION tab?

Your clarification would be very much appreciated.

Hi Pam,

You can use the Teach Your Agent feature to give a verbatim answer when a user asks something. Just set the exact response you want, and the agent will use that when the question comes up. Let me walk you through it:

1. In Agent Builder, in the blue navigation bar at the top of the page, click on Train.

2. In the menu on the left side, click on Teach Your Agent.

3. Then, just give the exact info you want your AI Agent to say when a specific question comes up.

4. Now, it'll automatically create the knowledge base according to the information you provided. That's it.

Here's the result:

Note that this feature sticks to whatever instructions you give it. If you want the AI Agent to give answers exactly as the user asks, just add those details when setting it up, and it'll follow them word for word.

Give it a try and let us know if you need any help.