About the conditions under which AI answers are generated

I have created several unique bot answers and set up AI response generation with fallback responses.
The AI answer is not generated even if there is a public help article that is highly relevant to the question the user enters.
Users' questions receive irrelevant bot answers.

For example, if a user enters "I don't know my login email address," they will see an irrelevant bot response like "Add/delete/migrate users."
Bot answers for "User addition/deletion/migration" do not include the word login email address at all.
There is a good public help article titled "I don't know my login email address".

How can you make your AI more likely to generate an answer when a public help article exists that matches the question the user enters?

Please let me know if there are any conditions under which AI answers will be generated.