How to adjust the AI search confidence
Set the score above which the AI treats a knowledge base snippet as the correct answer, and below which the question becomes a gap.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
When a customer asks something, the AI searches the knowledge base and gives each snippet a score from 0 to 1. Three thresholds decide what it does with that score. The default works for almost every business: only change it if the AI is answering without certainty or failing to answer things it actually knows.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can change the thresholds.
- Write down the current values before making changes. The Restore default button reverts to the original.
Step by step
- Step 1:
Open and, at the bottom of the screen, click Advanced search settings to open it.
- Step 2:
High confidence is the score above which a snippet is treated as the correct answer. Medium confidence is the score above which a snippet is probably relevant.
- Step 3:
Gap threshold is the score below which a question goes into the unanswered questions list. Raising this number sends more questions here; lowering it makes the AI answer with less certainty.
- Step 4:
Use values between 0.30 and 0.95, with the medium value always below the high one. Click Save thresholds: it applies starting with the next message. Restore default undoes the adjustments.
How to know it worked
The new thresholds are saved and apply to the next messages the AI receives.
If something goes wrong
After the change, the AI started saying it doesn't know more often.
The thresholds became too high. Click Restore default, and if the problem was a wrong answer, improve the knowledge base documents instead of raising the thresholds.
Next step
Answer the unanswered questions so the AI can learn.
Sign in with your Cognizy account to save your progress.
Sign in