How to test what the AI finds in the knowledge base
Ask a question in the Test search field and see which passages from the knowledge base the AI finds before putting it to work serving customers.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Before replying to a customer, the AI searches the knowledge base for passages related to the question. The Test search field shows the results of that search. This way you can find out whether the knowledge base covers the question before the customer even asks it.
Where to find it in Cognizy
Before you start
- The knowledge base needs to have at least one document.
- List the questions customers ask most often, written the way they would ask them.
Step by step
- Step 1:
In , click the knowledge base you want to test.
- Step 2:
Scroll to the bottom of the screen, to Test search, and type a question the way a customer would ask it.
- Step 3:
Click Search.
- Step 4:
Check the Results. Each passage shows the document it came from and the match percentage with the question. The AI builds its answer using these passages.
- Step 5:
Repeat with the other questions on your list. When the right passage doesn't show up, or shows up with a low match, add a short document to the knowledge base about that topic.
How to know it worked
The question brings up the passage with the answer, along with the name of the right document next to it.
If something goes wrong
I clicked Search and no results showed up.
The knowledge base has nothing similar to the question. Add a document about the topic and test again.
A passage came up that doesn't answer the question.
The topic is mixed in with others or written very differently from how the customer asks. Split it into a short document with a single topic, and use the same words the customer uses in the text.
Next step
Generate the brand profile, so the AI replies in your company's tone of voice.
Sign in with your Cognizy account to save your progress.
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