Fixing incorrect responses delivered by AI Assist
The instructions below are for desktops and laptops only.
tawk.to’s AI Assist generates responses using only the data sources you provide. When AI Assist delivers an incorrect response, it is usually because the information in your data sources is outdated, incomplete, or inaccurate.
This guide explains the most common causes and how to improve response accuracy.
Why doesn't AI Assist respond correctly?
Outdated information
Your data sources may contain outdated information. When your business, products, services, or policies change, update your data sources so AI Assist can access accurate, current information.
Duplicate information
Duplicate or conflicting information across data sources can make it harder for AI Assist to identify the most relevant information. Review your sources and remove unnecessary duplicates or resolve inconsistencies.
Information not ingested
AI Assist may not be able to ingest information from:
- CSV files with formatting errors
- Images and tables in documents, files, and web pages
- Websites that cannot be crawled
If a website isn't being crawled correctly, check whether AI Assist's user agent can access it. Learn more here: Why AI Assist's web crawler might not be able to crawl some sites
AI model selection
Different AI models can produce responses of varying quality. If your AI agent continues to provide incorrect answers after you review and update its data sources, try switching to a more capable model. Keep in mind that models with higher credit costs use more credits per reply.
To learn how to change your AI agent's model and compare credit costs, see this guide: Choosing the AI model for your AI agent
How your data sources are used
AI Assist analyzes customer queries and searches your data sources for relevant information.
AI Assist can find relevant information in up to five data sources by analyzing:
- FAQs and Shortcuts: Related questions and answers.
- Text, Knowledge Base articles, Documents, and Websites: Snippets of up to 1,000 characters.
- CSV files: Up to 1,000 characters per row.
- Tables: Structured results based on relevant rows, columns, and matching conditions.
Individual FAQ questions can contain up to 255 characters, and answers can contain up to 1,000 characters. If a response seems incomplete, check whether the relevant FAQ exceeds these limits. Move longer information to a source such as Text, Knowledge Base articles, or Documents so AI Assist can reference the full details.
AI Assist uses the information it retrieves to generate a response.
Learn more about data sources here: Understanding AI Assist's Data Sources
Troubleshooting error responses
You can use the widget preview to test responses and identify the data sources your AI agent used.
1. Log in to tawk.to, and select the correct property.
2. Click Automations on the left navigation bar.
3. Click Agents in the left submenu.
4. Select your AI agent. The Instructions page opens, with the widget preview on the right. You can test responses here without using your AI Assist message credits.
5. Enter an example of a customer query in the widget preview and review the response. If the response is incorrect, click the Data Sources icon next to it.
6. Review the data sources listed. These are the sources AI Assist used to generate the response.
Note: The Data Sources list does not include your AI agent's Instructions.
7. Replace incorrect or outdated data sources with accurate, up-to-date information.
If a website wasn't crawled effectively, check whether AI Assist's user agent can access it. Learn more here: Why AI Assist’s web crawler might not be able to crawl some sites
8. Test the same query again to check whether the response has improved.
9. If the response is still incorrect, review the relevant sources and repeat the process until the response meets your expectations.
If the information in your data sources is accurate but the response remains incorrect, review your AI agent's Instructions and consider switching to a more capable model.
Learn more about configuring your AI agent here: Training your AI agent to respond accurately
Recommendations
- Use Shortcuts with related questions
Include relevant keywords and variations of customer questions in your Shortcuts. This helps AI Assist identify relevant information when generating responses. Learn more here: Creating and managing shortcuts
- Test different response templates
Create different response templates and Shortcuts, then test them to compare how well they address your customers' questions. Use the results to refine your content.
- Monitor responses and update data sources regularly
Review AI Assist's responses regularly to identify incorrect answers, missing information, or outdated content. Update your data sources as your business information changes, and test responses after making updates to check their accuracy.
- Choose a model that suits your needs and budget
A more capable model may improve response accuracy, but models with higher credit costs consume more credits per reply. Review the cost displayed in the model selection dropdown before changing models. Learn more here: Choosing the AI model for your AI agent
Related guides
How to whitelist tawk.to's AI Assist crawler bot
Why AI Assist’s web crawler might not be able to crawl some sites
How AI Assist selects the best language model for customer conversations
How AI Assist uses your data securely
Creating and managing shortcuts
Using Suggested Message and AI Assist to create scripted chat sequences
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