The assistant reads your Knowledge Base and answers from it. When nothing published covers a question, it says so instead of guessing.
That is the feature working. The alternative — a confident invented answer about your own site — is worse than no answer, because the person believes it and acts on it.
So treat it as a list of what to write next. Two things make the difference more often than anything else:
- Fill in "the question this answers" on each article, in the words somebody would actually use. That field is matched against what people type, and it does more work than the title.
- One answer per article. An article covering four subjects matches weakly for all four and answers none of them well.
🚨 An article restricted to certain groups is invisible to everybody else, including through the assistant. If it answers a question for you and not for a member, check the article's groups — the assistant is held to exactly the same permissions as the search box.
Drafts are never used. Only published articles are.