Your Assistant relies on generative AI to answer from your product and helpful content knowledge. To guarantee reliability, it may sometimes choose not to answer. This guide explains how to use iAdvize's analysis tools to identify these gaps and improve your Assistant's performance.

1. Analyse the answers

There are two complementary entry points to analyse your Assistant's answers:

1.1 AI Shopping Assistant report

This report gives you an overview of the recurring topics handled by your Assistant.

• Go to the Reports tab > Advanced reports > AI Shopping Assistant
   

• Go to the Recurring topics table

In the "Response %" column, you will find your Assistant's response rate. 
The lower it is, the less your Assistant was able to provide an answer on that topic.

• Click the "Response %" column to display the response rate in ascending order and identify the priority topics that need to be enriched in your knowledge bases.
   

• Choose a topic and click "Improve"

You will find all the unanswered questions from your Assistant on the selected topic.

Up to 5 main topics may be suggested. They are updated every week, once your Assistant has handled at least 50 conversations over the week.

To analyse these unanswered questions and understand their context:

• Click "Read" to open the conversation in question
• Identify the unanswered question, and click "Analyse" below the Assistant's answer

The answer analysis lets you understand how your Assistant generated its answer: the interpretation, the knowledge used and the custom behaviour potentially triggered, etc.

If the interpretation is incomplete or incorrect, you can share your feedback by clicking Report and writing a comment giving us as much detail as possible.

Your feedback will be sent to our Product department and will contribute to the continuous improvement of our AI Shopping Assistant.

1.2 Conversations report

You can also review each conversation to handle the quality of your Assistant's answers case by case.

• Go to the Reports tab > Conversations
• Add a filter "Respondents" > Shopping Assistant
• Open the conversations of your choice.
• When one of your Assistant's answers does not suit you, click "Improve" as seen previously.

2. Understand no-answers

The Shopping Assistant generates its answers in real time, relying on:

• the most recent artificial intelligence models and a general knowledge base
• the context of the conversation
• the data available in your knowledge bases (product catalog and helpful content)

This way of working gives it real flexibility: it can rephrase its answers, adapt its language or offer new formulations, as long as it remains faithful to the information at its disposal.

The reasons for no-answers can be due to:

• Missing information: your Assistant did not find any information in its knowledge to answer the visitor
• A detected hallucination: your Assistant detected a hallucination risk and decided not to send its answer.

This situation typically occurs in the following cases:

• The system detects that the generated answer contains elements that are missing from the knowledge base. The answer is then blocked to avoid a hallucination
• The knowledge base provided on iAdvize is incomplete, poorly structured or not detailed enough: the more information is missing, the higher the risk of error
• The content is unclear or ambiguous (e.g. vague, barely factual information)
• Several sources contradict each other, which makes it harder to select a consistent answer.

• The Assistant did not identify any relevant information in the iAdvize knowledge base. It therefore tried to rely on its general knowledge base, but this answer was blocked to prevent it from containing incorrect elements.

   

The best way to limit these behaviours is to have knowledge bases that are as complete as possible, clear and structured, and continuously enriched. The stronger your knowledge bases, the more reliable and relevant your Assistant's answers will be.

3. Add content

Still on the answer analysis, click the "Add" button next to the Knowledge tab

A tab will open where you can fill in:

• The knowledge base in which to insert this question/answer
• Subject: the question initially asked by the visitor. You can edit it as you wish.
• Content: the answer your Assistant should give. It will be added to your Helpful content knowledge base, and therefore applies to all your products. It does not modify your product catalog in any way.
   

• Click "Save". 

Product catalog

Also remember to keep your product catalog up to date.

If your catalog is synchronised automatically (URL, Shopify, Prestashop…): update the content on your website, the automatic refresh runs daily, by default at 03:00 (GMT+02:00, Europe/Paris). You can customize the update frequency from your knowledge sources.

You can still force a manual refresh at any time by clicking "Refresh the source" in the Knowledge tab:

If your catalog is imported manually (CSV file): import your new, up-to-date file from the same source.