The AI chat responds based on your own material and always tries to find the best possible answer based on the sources it has access to. If you notice that it gives incorrect answers, shows strange references, or points to forms instead of providing a proper answer, it is usually because the AI cannot find any relevant information to rely on.

Common symptoms

• The AI chat responds incorrectly or very briefly.
• It displays forms instead of a proper answer.
• It adds strange or irrelevant references.

Why does this happen?

• It is almost always because the AI chat lacks sufficient information about the topic in its sources.

Action: supplement the information

For the AI chat to respond correctly, you need to supplement the material. You can do this in two ways:

1. Public sources
Add or update the information in a channel that both visitors and the AI can see, for example:

• On your website
• In your Help center
• In your Forum

2. Hidden sources
If you want to give the AI chat more information without making it visible to end users, you can supplement your HIDDEN source. It is a hidden help center that the AI has access to, but is not shown to visitors. Look for the “HIDDEN (Source AI)” via the Help Center module in the leftside menu.

If you do not have access to edit the HIDDEN source – ask an administrator for access. If you do not have a HIDDEN source channel, contact your Customer Success Manager.

Suggested format to structure questions and answers in the HIDDEN source:

When regarding topics that should be addressed or specified, use the following format:

Topic: X

When the user asks or talks about: X (write which topic it concerns), for example: (write examples of questions - Example question 1? Example question 2? Example question 3?).

Always include information/links to: X (add information) and X (add a link) in the answer.

In practice, it could for example look like this:

1. Topic: Termination of subscription

When the user asks or talks about: termination, ending a subscription, for example: How do I cancel my subscription? Can I terminate my agreement? I have switched provider, what do I do now?

Always include links to: www.exempel.se/uppsagning and www.exempel.se/villkor in the answer.

2. Topic: Binding period and notice period

When the user asks or talks about: binding period, notice period or how long the agreement is valid, for example: How long is my binding period? When can I terminate the agreement? Do I have a notice period?

Always include this information in the answer: The binding period and notice period are stated in your agreement. You can view your current terms by logging in to My pages. If you are unsure what applies to your specific agreement, you can contact customer service and we will help you check this in the answer.

When regarding single words and the need to provide more information, use the following format:

Topic: Handling of X e.g. X

If the user sends an unspecified or general message without context or a concrete question, for example:

“X”
“X?”
“X”
The AI chat should not:

• Guess what the user means
• Assume a topic
• Suggest random answers or functions

The AI chat should instead always ask the user to clarify their need.

The AI chat should respond with a simple and neutral follow-up question, for example: “What would you like help with right now?”

Only after the user has specified their issue should the AI chat proceed and try to help.

In practice, it could for example look like this:

1. Topic: Handling general inquiries e.g. “help”

If the user sends an unspecified or general message without context or a concrete question, for example:

“Help”
“Can you help me?”
“Help”

The AI chat should not:

• Guess what the user means
• Assume a topic
• Suggest random answers or functions

The AI chat should instead always ask the user to clarify their need.
The AI chat should respond with a simple and neutral follow-up question, for example: “What would you like help with right now?”

Only after the user has specified their issue should the AI chat proceed and try to help.

The above format and structure examples help ensure that the AI chat has a more concrete answer to questions about the topics you want to address.