Fix a wrong answer

Diagnose and fix incorrect bot answers by tracing them back to the source content.

~10 minutes Free

Find the conversation

1
Open Conversations and filter for the problem

Go to Conversations in the sidebar. Search for a keyword from the wrong answer, or filter by date to find recent conversations.

Open Conversations in admin
training-data/conversations-search Screenshot needed — save as: _assets/images/training-data/conversations-search.png

Use the search bar to find conversations containing a specific topic or phrase.

2
Open the conversation and review the exchange

Click the conversation to read the full exchange. Note the exact question the visitor asked and the answer the bot gave.

training-data/conversation-detail Screenshot needed — save as: _assets/images/training-data/conversation-detail.png

The full conversation thread. The bot's message shows which question triggered the wrong answer.

Identify the root cause

Wrong answers have three common causes:

Wrong content in the knowledge base. The bot found the right chunk but the content itself is incorrect or outdated. Fix: update the source content and retrain.

Missing content. The bot couldn't find relevant content and either hallucinated an answer or gave a generic response. Fix: add content that answers the question explicitly.

Ambiguous content. Multiple chunks contradict each other (e.g., two pages say different return windows). Fix: consolidate or remove the conflicting source.

Check what the bot actually retrieved
Use the Preview panel and ask the exact question that produced the wrong answer. Look at the bot's sources (shown below the answer) to see which chunks it used. This reveals whether the problem is in retrieval or in the source content.

Fix strategies

For outdated content:

1. Find the source that contains the wrong information (search your knowledge base or check your website)

2. Update the source content to be accurate

3. Retrain the source (or re-upload the file) in Sources

For missing content:

1. Write a clear answer to the question

2. Add it to your FAQ file and re-upload, or add it to a relevant page on your website and retrain

3. For very specific questions, a dedicated FAQ entry produces the most reliable results

For contradictory content:

1. Find all sources containing the conflicting information

2. Delete the outdated source or update it to be consistent

3. Retrain all modified sources

Use Self-learn

After every human handoff, DGbot analyses the conversation and suggests knowledge base improvements. If the agent provided the correct answer during the handoff, DGbot proposes adding that information to your knowledge base.

Review these suggestions weekly in the Self-learn section. Approving good suggestions is often faster than manually identifying and fixing wrong answers.

Open Self-learn in admin
Previous Retrain & refresh
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