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Original analysisAI-assisted
Testing Enterprise FAQs: Ordinary, Exceptional and Unanswerable Questions
During the corporate FAQ trial, how should normal questions, exception conditions, and questions with no answers in the data be checked separately? This article designs test records with sources and versions, sorting out different reasons for failure such as missing original text, segmentation, retrieval, and generation and rewriting, so that the small team knows whether to revise the data or the process, and retains an entrance for handover to a person and feedback after going online.
ChinaOPC Editorial TeamOriginal analysis2 min readChina2 views
Source timingThe public information webpage is verified as of 2026-10-17; please refer to the source for the original date.
Q&A test starts from customer tasks
Dify official information introduces knowledge retrieval and source organization capabilities. The technology can return document fragments, but it does not mean that the fragments fully answer the user's question. The test set should come from the customer's actual tasks, and the reference answers and sources should be confirmed by appropriate personnel.
Do not mix the three types of questions together for scoring
Normal questions check whether clear facts are found, exception questions check whether qualifications are read, and unanswered questions check whether the system acknowledges insufficient information and hands over to a person. Each question records the data version, required source, allowed answer range and actions that should not be performed. It cannot be evaluated solely by "does it look like customer service?"
When encountering an error, first determine whether the original text is missing, segmentation is missing, the search selection is wrong, or it was added during the generation stage. Different reasons require different treatments; reducing all problems to prompt words may conceal the shortcomings of the data itself. After updating the knowledge, rerun the affected examples and keep the old results for comparison.
Judgment of going online
The pilot can limit a small number of problems and service periods, and retain manual entry and error feedback. Reaching a certain response ratio does not mean that all business scenarios have been covered. Further reading: Equipment Manual Index Item.
Sources and editorial notes
Web page data verification: 2026-10-17. AI-assisted data compilation and writing, ChinaOPC independent organization for expression and analysis, off-site interviews or original text reprinting. The work steps and acceptance samples are recommended by ChinaOPC. They need to be tried with approved materials and do not pretend to be delivered to a verified customer. Tool functions, deployment conditions and data processing rules are subject to the current official documents. English translation of the Chinese edition, prepared with machine assistance and editorial checks. Source verification dates refer to the original Chinese research.
Source titles and publisher names are retained in their original language. Refer to the linked originals for official documents and current requirements.
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