Jotform AI Chatbot: Not Responding Correctly Despite Complete Knowledge Base Data

I am writing to report a serious issue with the Jotform AI chatbot. Despite providing complete and accurate data in the knowledge base, the chatbot is not responding correctly to user queries.

We mentioned everything in document, please review it

Hi Pankaj,

Thanks for providing details about the issue with the Jotform AI chatbot. Based on the information available, here are some key points about training and improving your AI chatbot's responses:

How to Train Your AI Agent:

• In AI Agent Builder, go to the Train tab.
• Use the Teach Your Agent section to chat with your AI and provide additional queries or information. This helps the agent learn and improve in real time.
• You can also add information directly to the Knowledge Base in various formats such as text info, URLs, PDFs, or Q&A pairs to enhance the agent's knowledge.
• After adding or updating knowledge, save the changes so the AI can use this information to respond more accurately.

If your AI chatbot is not responding correctly despite having complete data, please ensure that the training steps have been properly followed and the knowledge base entries are saved and updated.

For more detailed guidance, you can refer to the Jotform help article on How to Train Your AI Agent.

If you continue to experience issues, please provide specific examples or screenshots of the chatbot's incorrect responses so we can assist further.

Let us know if you have any other questions.

Hi Pankaj,

The document helped us have a better understanding of how your AI Agent is responding to specific questions. To provide the most effective suggestions for your AI agent, our team would like to clone your agent along with its knowledge base to mirror your environment.

Your data will be handled with the highest level of security and confidentiality, used only to enhance your experience, and deleted once the issue is resolved. May we have your permission to proceed with this process?

Once we hear back from you, we can help you sort this out.

Yes we grant you the permission to do so

Hi Pankaj,

The cloned AI Agent showed the same behavior when I asked the same questions listed in the shared document. Then, I created Actions in the AI Agent that answered the question. Let me show you using the cloned AI Agent:

1. In AI Agent Builder, in the blue navigation bar on top, go to the Train tab and select Actions on the left menu.
2. Now, click the Add new action button on top and create the action below:

Here's an example of how the AI Agent works after creating an action:

This is only an example. You can create combinations of Actions to get specific answers from the AI Agent.

Reach out to us if you need any more help.

Hi Kris,

I agree that adding an action would solve the issue, but the challenge is that we’re dealing with hundreds of events and celebrations throughout the year. It isn’t practical to create and maintain a separate action for each one just to enable the chatbot to respond from the knowledge base.

Could you suggest an alternative, one-time solution that can handle this more efficiently?

Hi Pankaj,

Before we proceed with escalation, can you try this troubleshooting step?

Add a response on how the agent should use the uploaded .txt file.

1. On your AI Agent Builder, click Train on the top bar.
2. Click Knowledge Base on the left pane. Select File on the right side.
3. Here, enter how the agent should use the uploaded file. Click Save.
   

Please add this for each of the File uploaded into the knowledge base and then test the agent. Let us know how it goes.

Please have a look, I added the text about how to use this file and now the chatbot is behaving completely clueless. It is asking for the contact details, which was supposed to be asked when the chatbot does not know the answer of any specific question.
Take a reference from the attached screenshots in the previous message

Hi Pankaj,

I've escalated this to our developers to get more details about how the AI Agent would respond with your configuration. We'll share an update as soon as we receive one from them.

We would like to inform you that our subscription renewal is scheduled for the month after next. In this regard, we kindly request you to address and resolve the existing issues within the next few days.

A timely resolution will help us ensure a smooth continuation of our services and proceed with the renewal without any concerns.

We appreciate your prompt attention to this matter and look forward to your support.

Thank you.

Hi Pankaj,

We understand how important it is to get this resolved as soon as possible. Rest assured, our developers are working on a fix. I want to set proper expectations that we’re currently unable to provide an ETA. I’ll update you as soon as the team provides any news.

Hi Pankaj,

There's an update from the assigned developers' team. They recently updated the AI model behind the agents with a more logical one. After that, the AI agent is currently capable of responding to the same questions. Can you give it a try on your end?

Keep us updated and let us know if you require additional help.

Hi Alexis,

To keep the conversation organized, I moved the issue you raised to its thread. This is to avoid potential confusion with the other user that we're helping on this support ticket. Someone from our Support Team will help you with it here.

Thank you for you understanding, we appreciate it.

Thank you for your continued support. I’ve noticed an improvement in the chatbot’s answering capabilities, which is appreciated.

However, there is still an issue with how the chatbot handles date and time-related responses. In some cases, it correctly provides the relevant information, while in others despite the data being available in the same source file, it behaves inconsistently.

I have attached a few example responses for your reference. All the date and time information exists within a single file, yet the chatbot reacts differently across similar queries.

Could you please investigate and resolve this inconsistency at the earliest?

Thank you for your assistance.

Hi Pankaj,

We appreciate the quick update after you tested your AI Agent. I'll pass these details to our developers to take another look and dig deeper into the issue. We'll reach out again if there's an update from the assigned team.