What to do if the AI answers incorrectly

A wrong answer almost always means the knowledge base has a missing, outdated, or contradictory fact. Fixing the source fixes it permanently.

This is worth internalizing because it changes how you react: a wrong answer isn’t a malfunction to report, it’s a pointer to a specific entry to repair. Rezi doesn’t invent information, so when it says something false, the false thing is sitting in your knowledge base (or the true thing is missing from it). The repair loop below takes a few minutes and ends with that question answered correctly forever.

1. 1

   Find the conversation

   Open the Interactions view and read what the guest asked and what Rezi said.

2. 2

   Locate the bad fact

   Check the building’s knowledge base for the entry behind the answer, it’s usually outdated (an old code or price) or missing entirely.

3. 3

   Correct the source

   Update or add the fact. Don’t just reply once manually, fix the entry so the AI gets it right next time.

4. 4

   Re-test

   Text the building the same question to confirm the corrected answer.

Diagnosing the three failure types

Stale facts are the most common: the answer was right last month, the WiFi password, a door code, a rate, and reality changed without the knowledge base hearing about it. The fix is the update, plus the habit that prevents repeats: whoever changes the thing updates the entry the same day.

Contradictions produce the most confusing symptoms, sometimes-right, sometimes-wrong answers to the same question. They happen when an old entry survives next to a new one, or an uploaded document disagrees with a direct entry. The fix is deletion, not addition: hunt down every copy of the old fact and remove it so only one truth remains.

Near-miss retrievals are the rarest: the right entry exists, but a vaguely related entry matched better and produced an answer to a slightly different question. The fix is making the right entry more specific, include the words guests actually use, and splitting any entry that crams several topics into one paragraph.

Don’t forget the guest

Fixing the entry fixes the future; the guest who got the wrong answer still needs the right one now. Jump into the thread from the Interactions view and send the correction yourself, a quick “Sorry about that, the correct code is 4482” keeps trust intact. If the wrong answer caused real inconvenience, a guest stuck at the door, say so plainly and make it right; the AI’s mistake is still your building’s mistake in their eyes.

If the knowledge base looks right but the answer was wrong

Rare, but it happens. First re-read the entry as a stranger would, ambiguity you can’t see is still ambiguity (“pool closes at 10” … am or pm?). If the entry is genuinely clear, current, and uncontradicted and the answer was still wrong, that’s ours to look at: email support@rezi-ai.com with the building name and a link or timestamp for the conversation, and we’ll trace exactly why the reply came out wrong.