AI Copilot uses a scoring system to match visitor questions with the Knowledge resources it is provided. The Score can be adjusted within a range of 0 to 100. When a question is asked, the AI Copilot calculates the matching score based on how confident it is that a Knowledge resource is relevant to the question. It then suggests the resources with the highest scores as possible responses to the question.

AI Copilots provides the suggestions only if the resources meet the minimum score threshold. You can define the score threshold (default to 40) and the number of suggestions (default to 3) for the AI Copilot. For example, if you set the score to 50 and 3 suggestions, the AI Copilot will show the top three suggestions with a score higher than 50.

Setting a higher score threshold means that the AI Copilot will interpret conversations more narrowly and only make suggestions when it is very confident that a resource is relevant. It is recommended that as your pool of help resources grows, you should slowly raise your score threshold.