The AI answers from the product's knowledge base, and the knowledge base is built
from your product content. So a bad answer is almost always one of these three
things.
The answer describes an older version of the product
Check the Products page. If the badge says Needs update, you've changed the
title, description, vendor or product type since it was indexed, and the knowledge
base still reflects the old version.
Regenerate that product. It costs one AI generation.
The answer is vague or talks around the question
The detail isn't in your product content. Indexing only reads your title,
description, vendor and product type — it doesn't go and research your product. If
the description never mentions what the strap is made of, regenerating won't
conjure it up.
Add the missing detail to the product description in Shopify, then regenerate and
check the result on the product's Knowledge base tab.
The answer is confidently wrong
Look at the Knowledge base tab for that product. Usually the spec sheet has
picked up something ambiguous in the description — a measurement with no unit, or a
compatibility note that can be read two ways.
You can fix it either way. Editing the knowledge base directly is quicker and it
sticks, though a later regeneration will replace it. Clarifying the description and
regenerating takes longer but fixes the underlying problem, and improves the product
page while you're at it.
If the shopper used an external provider
If they went to ChatGPT or Claude rather than Arus AI, that provider generated the
answer. The app sends them your product's details to work from, but what they do
with it happens outside your store, and it won't appear as a transcript in your
Questions list.
If you want control over the answer, make Arus AI your default provider. See
Arus AI — answering shoppers inside your store.
Still wrong
Email support@aruslabs.co with the product URL and the question that
produced the bad answer.