Chatbot does not retrieve articles

Hi there, 

I've looked at every forum, post, chatgpt, google ai response regarding this and not a single post has helped me, i also then prompted support from Zendesk which will take ½ business days so this is a very frustrating aspect I need help with. 

Our company has created a knowledge library, titles are accurate, but no matter what, the chatbot simply refuses to pull any articles even if the headings match the exact keywords. 

All i ever get is "Sorry I couldn't answer your question." So what are we doing wrong? 

There is not a single clear basic setup guide from zendesk to make sure the chatbot pulls articles. Either its being kept as a state secret or its so simple that im the idiot.