How to Customize AI Answers and Search Results in Question Base

Question Base helps teams find the right answers quickly by pulling knowledge from company documentation and chat history in Slack. One key setting allows you to choose how answers are delivered:

• AI Answers (ON): The AI generates responses using multiple saved, verified entries in Question Base.
• AI Answers (OFF): The bot retrieves the most relevant answer from Question Base and provides direct links to any additional sources.
  
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See it in action:
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Verified Answers Always Take Priority

Regardless of whether AI Answers is ON or OFF, verified answers added by your team always take priority over AI-generated responses. This ensures that when a question is asked in Slack, your team’s vetted knowledge is delivered first, minimizing the risk of misinformation.

Step 1: Access the Question Base Settings

1. Open your browser and go to questionbase.ai.
2. Log in to your account and navigate to the Settings page.
3. Locate the AI Answers toggle. By default, this setting is turned ON.

Step 2: Testing AI Answers OFF Mode

With AI Answers OFF, responses come exclusively from your verified Question Base knowledge bank, ensuring only pre-approved information is shared.

1. Open Slack and go to the channel where Question Base is active.
2. Ask a question related to your documentation (e.g., "How do we handle refunds?").
3. The bot will respond with the most relevant answer from Question Base and send links to any additional helpful resources (e.g., Notion, Google Drive, or Confluence).

Step 3: Testing AI Answers ON Mode

When AI Answers is ON, the AI generates a response based on multiple verified entries in your Question Base, synthesizing information for a more conversational response.

1. Return to the Settings page in Question Base.
2. Toggle AI Answers ON if it was previously off.
3. Go back to Slack and ask the same question again.
4. This time, the bot pulls from multiple verified sources in your Question Base and delivers an AI-generated answer directly in Slack.

When Should AI Answers Be Turned OFF?

We highly recommend keeping AI Answers OFF for companies that:

• Have a well-populated knowledge base with reliable, structured answers.
• Operate in high-risk industries such as insurance, finance, med-tech, and legal services, where AI-generated content must be carefully controlled.

For companies in these industries, accountability and reliability of data are critical, and any misinformation can lead to costly mistakes.

Why Insurance Companies Choose Question Base Over Competitors

One of our insurance clients recently switched to Question Base after experiencing a critical failure with an AI-powered competitor. Their support agent was given incorrect contract details by the AI, and a junior account manager unknowingly used this AI-generated answer to issue a contract to a customer. The mistake resulted in thousands of dollars in losses due to incorrect terms.

For industries like insurance, every detail in a contract or policy matters, and AI-generated content introduces risks that companies simply cannot afford. With Question Base, verified knowledge is always prioritized, and with AI Answers OFF, employees rely solely on well-maintained, human-reviewed content to provide accurate, reliable answers.

More on why generative AI is two-sided sword for certain firms, read on our blog.