Support & Troubleshooting
Troubleshooting AI Assistant Grounding & Accuracy
Improve AI assistant response quality: fix grounding gaps in your Knowledge Base, prevent out-of-scope answers, and optimize system prompt instructions.
Understanding AI Grounding Fallbacks
When the AI assistant encounters a question not covered by your Knowledge Base or active catalog, it flags the conversation with `` and offers human staff escalation rather than guessing.
How to Improve AI Accuracy
Follow these optimization steps:
- 1. Review AI Activity Logs: Open Dashboard -> Settings -> AI Activity Logs (`/dashboard/ai-activity`) to identify repeated queries where the AI replied with low confidence.
- 2. Add Clear Factual Knowledge Base Entries: Navigate to Dashboard -> Knowledge Base and create a dedicated entry with plain, unambiguous facts (e.g. exact delivery fees by town).
- 3. Keep Product Titles & Descriptions Specific: Ensure products in Inventory have complete titles, categories, and descriptions so semantic search matches customer queries accurately.
- 4. Refine System Prompt Guardrails: In Site Settings -> AI Assistant, specify tone boundaries and key business policies in the custom system prompt.