This article outlines key strategies you can adopt for accurate and consistent AI responses and how to use Fin’s features to improve answer precision and reduce variability.

Troubleshooting in accurate AI answers

Common causes of inaccurate or inconsistent AI responses include:

Language mismatch between user queries and support content: If your help articles don’t match the exact terms or phrasing users use, Fin may pull irrelevant or partial content.
Unclear or buried instructions: When content is vague, overloaded with prose, or lacks structure, Fin has difficulty constructing precise replies.
Conflicting or overlapping content: If multiple articles cover a topic differently, Fin may choose inconsistent sources at different times.
Gaps or outdated content: Queries without matching content or where source content is stale can lead to weaker AI answers.

Best practices for AI consistency

These are useful techniques you can adopt right away:

1. Match content language to user behavior

Use exact key phrases that users search (e.g. “how to delete a task”) in article titles, headers, and body text.
Insert synonyms or alternate phrasing to help Fin map different user expressions to canonical content.
Clarify related actions (for instance, distinguish “delete a task” vs. “delete a project”) so Fin doesn’t confuse them.

2. Use structured, scannable instructions

Break processes into clear numbered steps.
Add bullets, subheadings, and tables to isolate key details.
Name UI elements explicitly so Fin can match query terms (“settings page,” “site settings,” etc.).
Avoid burying important steps inside long paragraphs.

3. Clean up content structure and reduce ambiguity

Consolidate overlapping or contradictory articles, it's better to have one definitive version per topic.
Create dedicated FAQ or “How to” articles for high-volume queries.
Use audience rules when relevant (e.g. paid plan vs. free plan users) so Fin can scope properly.
Always include text instructions (rather than relying solely on images) for Fin to use.

4. Use Fin’s Optimize dashboard

Fin offers built-in tooling to help you spot weaknesses:

The Optimize dashboard surfaces content gaps, handling issues, and improvement suggestions.
Prioritize suggestions based on query volume or impact.
Use the recommendations there to guide content updates.

5. Provide directional rules using guidance

One of the most effective ways to steer Fin toward consistent answers is via Fin Guidance. With this:

You can specify which articles or sources Fin should prioritize for certain query types, for example: “If a customer asks about subscription billing, you should refer to @Public article: Subscription billing guide.”
You can explain key terms that customers use and what they refer to, for example: "If a customer asks about 'subscriptions', this means they're looking for information about our pricing plans".

Reducing variability over time

Even with well-optimized content, occasional variation can occur. To keep Fin’s answers steady:

Continuously test Fin’s performance
Re-run frequent queries and compare answers. Identify shifts or regressions.
Remove ambiguity
The clearer your instructions and distinctions, the less wiggle room Fin has for variation.
Keep content in sync with your product
As features, flows, or terminology evolve, update your articles so Fin’s source material remains current.
Review your guidance periodically
As your support logic evolves, refine or retire guidance that’s no longer relevant or that conflicts with newer rules.

How to improve AI-generated answers and ensure consistency