Accessing the KB Testing Widget
The KB Testing Widget automatically appears when you’re working in the Knowledge Base section:- Navigate to Knowledge Base from the sidebar
- Select a brand
- The widget appears as a floating chat bubble in the bottom-right corner
How It Works
1
Ask a question
Type any question a player might ask, like “What are the wagering requirements?” or “How do I withdraw?”
2
Review the answer
See what answer your KB generates based solely on your article content
3
Check the sources
Expand the sources section to see which articles were used and their relevance scores
4
Identify gaps
If the answer shows “Limited coverage” or “Not covered”, you’ve found content that needs to be added
Query Optimization
The widget may optimize your question to improve search results. When this happens, you’ll see both your original question and what was actually searched:- Your question: The exact text you typed
- Searched for: The optimized search query
Why Queries Get Optimized
The system may refine your query to:- Convert conversational questions into search-friendly terms (e.g., “Can I only make 1 withdrawal per day?” becomes “daily withdrawal limit”)
- Remove unnecessary words that don’t help search
- Expand abbreviations for better matching
Query optimization is designed to preserve your intent while improving search accuracy. If results seem off, try rephrasing your question with more specific terms.
Understanding Results
Confidence Indicators
The widget shows how well your KB covers each question:| Indicator | Meaning |
|---|---|
| Well-covered (green) | Strong match found — your KB has good content for this topic |
| Partially covered (amber) | Some relevant content found, but may have gaps |
| Limited coverage (gray) | Weak match — consider adding more content |
| Not covered (red) | No relevant articles found — you need to add content |
Source Relevance
Each source shows a relevance percentage:- 80%+ (green) — Highly relevant match
- 60-79% (amber) — Moderately relevant
- Below 60% (gray) — Weak match, may not fully answer the question
Viewing Source Articles
Click on any source card to open the article in a new tab. This lets you:- Review the full article content
- Edit or improve the article
- Keep your test results visible while making changes
Testing Tips
Test with real player questions
Test with real player questions
Use actual questions from your support tickets. This reveals gaps your real players encounter.
Try different phrasings
Try different phrasings
Players ask the same thing in many ways. Test “how to withdraw”, “withdrawal process”, “cash out my winnings” — all should find the right content.
Test edge cases
Test edge cases
Try questions about promotions, regional restrictions, or specific payment methods. These often reveal missing content.
Check for outdated content
Check for outdated content
If answers reference old promotions or outdated policies, update or remove those articles.
Common Issues
”Not covered” for topics you have articles about
Possible causes:- Article titles aren’t descriptive enough
- Content is buried in long documents
- Information is spread across multiple articles
Low relevance scores despite correct content
Possible causes:- Content uses different terminology than the question
- Article is too broad, covering many topics