Across all clients, 5-7% of all interactions result in an IDK ("I Don't Know") response. This means that 93-95% of chatbot responses come from a match in the knowledge base, suggestions to related knowledge base responses, or links from the website.

Although the chatbot is always learning and you should see a gradual decrease in the frequency of IDK responses over time, you will likely never be able to eliminate all of them; about 5% of questions/comments the chatbot receives are undecipherable or about topics that the chatbot is not designed to answer. Having less than 10% of your chatbot's interactions result in an IDK response is considered successful and is often achievable through some moderate response customization (i.e. completing the Question Templates).