Guides
Improve answer accuracy
An improvement cycle, from reviewing conversations to adding knowledge
The more you build up your knowledge, the more accurate the AI's answers become. After going live, we recommend running through the following cycle regularly (for example, once a week).
Find questions that aren't being answered
- Check knowledge gaps in Question Analytics for questions the AI couldn't answer well.
- Check Messages for answers that customers rated Bad.
- Look at the rated messages in Overview to get a sense of rating trends.
Add the correct answer to your knowledge
- For an answer to a single question, add a Q&A on the spot using "Add to Q&A" in knowledge gaps or "Edit Answer" in Messages.
- If a larger body of information is missing, add it as Text or Files.
- If your property's phone number or URLs are wrong, correct the facility information in Agent Settings.
Check with Test
Ask the same question in Test to confirm it's answered correctly.
Common causes and fixes
| Symptom | Likely cause | Fix |
|---|---|---|
| The AI says it doesn't know | The information isn't in the knowledge | Add the information as Q&A or Text |
| The AI gives outdated information | Information on your website or in older Text or Files is out of date | Add the correct information as Q&A, and delete outdated Text and Files |
| Answers vary slightly each time | This is how AI works (wording changes each time) | No problem as long as the content is correct. If you need exactly the same content every time, add a Q&A |
| File content isn't reflected | The file couldn't be read | Check that the file shows "Completed" in the file list and that the extracted content is correct |
Keep information priority in mind
When information conflicts, the AI prioritizes it in this order: facility information → Q&A → Text → Files → website information. For details, see Knowledge basics.