How To Adjust Answers

This guide explains how to adjust and shape the answers your Navu AI assistant provides. Recall that the assistant is trained on your site’s content and any additional content you provide. You can influence answers in two main ways:

Edit the content the assistant is trained on (add, update, or remove pages/PDFs).
Add Skills (instructions) that tell the assistant how to answer certain questions or handle entire classes of queries.

About Skills in Navu

Navu incorporates instructions into a concept called Skills. Skills are additional instructions that can be used to direct the assistant to answer in a specific way or take specific actions for a class of questions.

When To Edit Content vs Add a Skill – A Quick Rule of Thumb

If the answer is factually wrong or inconsistent because of content → Fix the content.

If the question needs an interactive response, a response based on content that is intentionally omitted (ex. pricing information) or requires a follow on action (ex. sending an email, searching a database) → Add a Skill.

If there’s conflicting content you don’t plan to reconcile → Add an overriding Skill .

Decision Matrix

Situation	Symptoms in the Answer	Best Lever	Why
Incorrect fact due to outdated/typo/partial page	Wrong numbers, dates, names	Edit Content	The assistant reflects what’s on your site; fix the source of truth
Conflicting pages on the same topic	Assistant mixes/chooses the wrong source	Edit Content (resolve conflict)	Clear, consistent content yields consistent answers
Conflicting pages on the same topic	Assistant is vague or refuses to answer	Skill	Provide a rule or fallback until content exists
You want consistent behavior across many questions	Tone, formatting, escalation, disclaimers	Skill	Explicitly direct the model’s behavior despite conflicts

When to Edit Content

Use content edits when the problem is about facts:

Incorrect facts (e.g., pricing, hours, eligibility criteria) due to errors or outdated info
Conflicting pages that disagree on the same topic
Ambiguous wording that the assistant interprets inconsistently

This article documents how to make content changes to adjust answers.

When to Add Skills

Use Skills when you need rules, preferences, or coverage beyond the content:

No content exists yet on a topic users ask about (ex. questions about competitors.)
You want a class-level behavior (e.g., always summarize in 3 bullets, always include a disclaimer)
You need routing/guardrails (e.g., for pricing questions, direct to Sales)
The question requires you to take actions via other systems (ex. send an email, navigate the browser, book a meeting)

This article documents how to add Skills.

Some Practical Examples

Conflicting Pricing Pages

Scenario: Two pages describe product pricing with different numbers, so the answer to “How much does the product cost?” is wrong.

Option A – Fix Content (Preferred)

Consolidate to one canonical pricing page.
Remove or update the conflicting page.
Retest; the assistant now cites the single, correct source.

Option B – Add a Skill (If you can’t fix content now)

Add a skill applicable to visitors who ask questions about pricing and include instructions on how you would like those questions answered. Note, in the Navu portal a template for pricing questions is included by default.

Questions About Competitors

Scenario: Visitors ask about competitors, but your website has no content addressing them.

Best Approach – Add a Skill

Since no content exists, a Skill is the correct solution.
Add a skill applicable to visitors who ask questions about competitors and include instructions on how you would like those questions answered.

This ensures consistent, brand-safe handling of competitor-related questions without relying on missing content.

Lead Qualification

Scenario: A visitor expresses interest in a specific product or service, and you want the assistant to qualify the lead by collecting details such as company size, number of users, or industry.