How to create an AI Employee maintenance routine

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Establish a weekly schedule to review conversation logs, update the knowledge base, refine tone instructions, and check performance metrics to ensure long-term accuracy.

    Who this article is for

    This article is for administrators and managers responsible for the long-term success of the AI Employee.

    Overview

    An AI Employee requires ongoing management to remain effective. Creating a structured maintenance routine ensures the AI adapts to changes in your business and continuously improves its conversational skills.

    Before you begin

    • Assign an 'AI Manager' role to a specific team member
    • Schedule a weekly 30-minute review block
    • Create a checklist for the review process

    Step 1: Step 1: Assign Ownership

    Designate a specific person on your team to be responsible for the AI Employee. Shared responsibility often leads to neglect.

    Step 2: Step 2: Weekly Conversation Audit

    During the weekly review, the AI Manager should audit a sample of successful conversations and 100% of escalated or failed conversations in the logs.

    Step 3: Step 3: Update Knowledge Sources

    Based on the audit, add new FAQs, update existing text snippets, or remove outdated URLs. Always click 'Sync' after making changes.

    Step 4: Step 4: Refine Instructions

    Tweak the Custom Instructions or Business Rules to address any tone issues, repetition, or boundary violations observed during the audit.

    Step 5: Step 5: Review Metrics

    Check the AI dashboard to track the Resolution Rate, Appointment Booking Rate, and Usage Costs. Ensure the AI is still providing a positive ROI.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Integrate the AI maintenance routine into your broader company update process. If marketing launches a new campaign, the AI Manager must be notified to update the AI's knowledge base.

    Important clarification

    Treating the AI as a 'set it and forget it' tool. Without regular maintenance, the AI's knowledge will become outdated, leading to poor customer experiences.

    Resolution guidance

    I don't have time for a weekly review.

    If you don't have time to manage the AI, it may do more harm than good. Consider reducing the AI's scope (e.g., only handling after-hours inquiries) to make management more manageable.

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    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.