How to answer questions the AI couldn't answer
Check the questions the AI couldn't answer, write the answer once, and add it to the knowledge base so it gets it right next time.
2 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 that isn't in the knowledge base, the AI lets them know it doesn't have an answer, and the question goes to the Unanswered Questions list. There, you write the answer once, it becomes a knowledge base article, and the AI starts answering on its own from then on.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can answer.
- Create at least one knowledge base.
- The list only fills up after the AI starts serving customers.
Step by step
- Step 1:
In , click the Unanswered Questions tab.
- Step 2:
The list shows the most frequently repeated questions first. The number on the left shows how many times customers asked it. Click the question you want to answer.
- Step 3:
The Question Detail panel opens on the side. Under Real Examples, you can see how each customer worded it, what the AI answered, and what the agent answered afterward.
- Step 4:
Go back to the Answer for the knowledge base panel and click Generate Suggestion. The AI writes the answer based on what the team has already answered customers.
- Step 5:
Read the Answer and adjust whatever is needed: this is how the AI will respond. If a [fill in: ...] placeholder appears, replace it with the missing information.
- Step 6:
Check the Knowledge base that will receive the article and the Question (article title). Then click Add to Knowledge Base.
- Step 7:
The question moves to Resolved and shows the created article. Other ways of asking the same question feed into the same article, and the AI already uses the answer in the next conversation.
- Step 8:
Close the panel. The question leaves Open and the article appears in the Studio Service knowledge base documents. If a question doesn't make sense for the business, open it and click Ignore.
How to know it worked
The question appears in the Resolved tab, with the article name, and the article is added to the knowledge base documents list.
If something goes wrong
The Add to Knowledge Base button doesn't save and a red warning appears.
The AI's suggestion leaves placeholders like [fill in: ...] when information is missing. Replace each one with the real data, like price or hours, and click again.
The list is empty.
The AI hasn't left any customer without an answer yet, or the filter is too narrow. Switch the period to All Time and check the All tab.
The same question came back to the list.
After five new occurrences, the question reopens, a sign that the article didn't solve it. Open it, rewrite the answer more directly, and add it again.
Next step
Come back to this list every week: each answer added is one less conversation for the team.
Sign in with your Cognizy account to save your progress.
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