Sometimes AnswerGenius can return unclear answers or cannot find an answer to a user's query at all. To improve AnswerGenius results you can use the following approaches.
- Use AI Behavior Settings
- Terminology & context
- Response guidelines
- Improve Search Results
- Improve Content
Use AI Behavior Settings
With AI behavior settings you can affect how AnswerGenius processes the requests and generates answers.
Terminology & context
If there is a common abbreviation or specific term that has several meanings, specify what meaning it has in your documentation.
Example: "Our documentation covers pharmaceuticals, interpret API as Active Pharmaceutical Ingredients, not Application Programming Interface".
If there are specific terms in your documentation, you can provide AnswerGenius with additional context about them.
Example: "Total orders is the name of the report that is available only to administrators".
Response guidelines
If the answer to the user's question cannot be found in the documentation you can force AnswerGenius to do one of the following:
- ask the user to clarify the query, e.g., rephrase, add details, providing context;
- advise the user to use Search on the portal;
- guide users to contact the support team, including the email address or URL they can use.
Example: "If the answer cannot be found, tell the user to contact Support at <link_to_contact_support>"
If you know that there are frequently asked queries, you can add these examples to this section and provide links to the topics that should be used as sources for answers.
Example: "For this question: "How to delete an order?”
The correct answer can be found here: <link_to_the_correct_topic>
If the user doesn't have access to this topic, respond that you don't know and recommend contacting support."
Improve Search Results
Search is a part of the AnswerGenius functionality, so you can use the same functionality as for fine-tuning the Full-Text Search:
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Use index keywords to help the search engine to find and organize the information.
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Split your content to smaller topics and use more sections with informative headings. Headings has more search weight when analysing resutls.
- Use the Features Snippets functionality: Featured Snippets.
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Remove outdated topics/information from your documentation.
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Restrict access to publications that are not relevant to the specific user. AnswerGenius performs the search only on publications that are available to the user.
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Remove irrelevant publications and topics from the search results using the following options:
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for publications: Never show this publication in search results option in publication's Full-text search settings
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for topics: Never show this topic in search results option in the general topic settings.
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Give your users links to the most relevant publications. When AnswerGenius performs the search, it prioritizes results from the currently opened publication. Therefore, guiding users to the correct publication is important.
Improve Content
We recommend analyzing the questions users ask and adding the corresponding information to your documentation or modifying the existing content. You can use the AnswerGenius and Search queries reports to get this data. To learn how to analyze the AnswerGenius report data, refer to this article: AnswerGenius Report Use Cases.
If you content hasn't been published yet, you can use the Ask Your Docs feature to understand whether it is comprehensive and whether AI bots can provide accurate answers based on it.