This article guides you through troubleshooting issues you may encounter as you use Extensiv AI.
Issue |
Solution |
| No Results Returned |
- Rephrase with more detail. Vague questions often return nothing.
- Add a time range if you didn’t include one.
- Check that you selected the correct mode (data vs. knowledge).
|
| Answer Doesn’t Look Right |
- Break a complex question into smaller, focused queries.
- Restate the question with a more specific customer name, SKU, or date range.
- Use the thumbs-down button to flag the response. Feedback goes directly to the Extensiv team.
|
| Extensiv AI Says It Can’t Answer |
- The topic may be outside the current data scope (billing, carrier data, etc.).
- For knowledge questions, the relevant document may not have been uploaded. Ask your admin.
- Try rephrasing with different terms or breaking the question into parts.
- If you are asking operational type questions, make sure that “data” is pre-selected
- Depending on your type of account, you may not have access to data questions. In which case, please contact your CSM.
|
| Slow or Failed Response |
- Wait a moment and try again. Occasional delays happen during high usage periods.
- Simplify your question. Very broad queries take longer to process.
- If the problem persists, contact Extensiv Support through the Help Center.
|
