RK
May 21, 2026 · 11:14 AM
Most replies cite the KB article. About 20 percent do not. Anyone know what triggers a non-cited reply?
AI & automation✓ Solved
AI is not citing sources for some questions
287 views · 2 replies
PM
Priya M.Engineer
May 21, 11:32 AM
Two reasons. (1) The AI answered from general knowledge because no KB chunk passed the similarity threshold. Settings > AI > Retrieval, drop the threshold from 0.65 to 0.5 if your KB is small. (2) The customer asked a clarifying question ("thanks", "got it") that does not need grounding.
RK
May 21, 1:48 PM
Dropped to 0.55, citations are now 96%.
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