Applies to Product - Microsoft Copilot Studio
What’s happening?
The bot on a government website fails to provide accurate answers to generative questions related to waste management, such as "What is my green bin used for?", "What items go in my green household waste bin?", or "What can I put in my grey bin?". Instead, it often refers to loosely related documents or resources rather than the specific webpages that contain the correct information.
Reason:
The underlying cause may include inadequate natural language processing or understanding by the bot, leading to an inability to map questions to the most relevant resources. Additionally, there may be a lack of proper indexing or tagging of webpages that contain specific information, causing the bot to miss these during searches. The bot's algorithm might not prioritize webpages correctly, giving preference to documents like PDFs over dedicated pages. Furthermore, the search or reference database used by the bot may not be up-to-date, causing it to overlook newly added or recently updated webpages.
Resolution:
- Verify if the Wirral.gov.uk website is added as the knowledge base for the bot. If it is not, add it and test the behavior.
- Check the content moderation settings in the bot configuration to ensure they are set appropriately.
- Review the current knowledge base being used by the bot and ensure it includes the relevant webpages for waste management queries.
- Conduct a screensharing session to further investigate the issue and gather more information from the user regarding the bot's performance and any patterns observed.
- If the issue persists, type /debug conversationID in the chat window and share it with the customer support.