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Genie Response Issues

A Genie is only as intelligent as the data it has access to. If your Genie is providing incorrect answers, saying "I don't know" or hallucinating information, it is usually due to a configuration gap between your Knowledge Base and the Genie settings.

Follow this guide to identify and resolve common response issues.

Problem: The Genie says "I don't know"

If the Genie cannot find an answer that you know exists in your data, check the following:

1. Workspace Alignment

A Genie can only "see" Nodes within the Workspaces assigned to it.

  • Check: Go to your Genie's Data Sources tab in the dashboard.

  • Fix: Ensure all Workspaces containing the relevant information are selected. If a file is in a private Workspace not linked to the Genie, the Genie will ignore it.

2. AI Learning Status

The AI Assistant cannot query a Node until it has been successfully "Learned".

  • Check: Look for the AI Status of your key documents.

  • Fix: If Nodes are "Not Learned" or "Failed", trigger a manual relearn. The Genie will not use "Pending" files to form an answer.

Problem: The Genie is giving wrong or hallucinated answers

If the Genie is making up facts or providing outdated details:

1. Restrictive Instructions (AI Prompt)

Your custom "AI Instructions" might be too narrow or confusing for the model.

  • Check: Review your AI Prompt.

  • Fix: If you have told the Genie to "speak like a pirate", it might prioritise the persona over factual accuracy. Try reverting to a standard professional prompt to see if accuracy improves.

2. Conflicting Data

If your Knowledge Base contains three different versions of the "2024 Pricing Guide", the Genie may pull from an old version.

  • Fix: Use the Table View to find duplicate files and move outdated versions to the Trash or a "Legacy" Workspace that isn't linked to the Genie.

Problem: Missing Citations or References

If the Genie provides an answer but does not show its sources:

  • Message Sources: Ensure that "show websites" and/or "show files" is toggled ON in the Genie's Settings > General > Sources section.

Still having issues?

If you have verified that your data is Learned and your Workspaces are correctly linked, try the following:

  • Start a New Chat: Sometimes a Genie gets "stuck" on the context of a previous question in the same session.

  • Be More Specific: Ensure your question includes specific terms found in your documents (e.g. "What is the policy for Remote Work" rather than "What are the rules").

  • Check "Similar Nodes": If the Genie is pulling the wrong file, check that file's Similar Nodes to see if there is another document that is confusing the AI.

Alternatively, if you're still experiencing issues, contact us at contact@rea.ch for further support.

Pro Tip

Use the Genie Statistics dashboard to see a list of "Unanswered Questions". This is the fastest way to identify what information is missing from your Knowledge Base so you can upload the necessary files to fill the gap.