How to fix AI Employee responses that miss important details

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 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

    Identify the missing information, add it directly to the AI's Knowledge Base as a specific FAQ or text snippet, and click 'Sync' to retrain the AI.

    Who this article is for

    This article is for administrators and content managers maintaining the AI's accuracy.

    Overview

    If your AI correctly answers a question but leaves out crucial context (like mentioning a service but forgetting to mention it requires a deposit), you need to tighten its training data.

    Before you begin

    • Review the conversation log
    • Identify exactly what detail was missed
    • Update the Knowledge Base

    Step 1: Step 1: Review the Conversation

    Look at the transcript where the detail was missed. Understand the context of the customer's question.

    Step 2: Step 2: Check Existing Knowledge

    Look at the Knowledge Base source the AI used for that answer. Is the missing detail actually in the source document? If it's not on the website URL the AI scraped, it won't know it.

    Step 3: Step 3: Create a Specific FAQ

    The best way to force the AI to include a detail is to write a specific FAQ. For example: Q: 'What is required to book a consultation?' A: 'Consultations require a $50 non-refundable deposit at the time of booking.'

    Step 4: Step 4: Use Custom Instructions for Global Details

    If there is a detail the AI must mention in *every* conversation (e.g., 'Always remind customers we are closed on Sundays'), add that to the Custom Instructions tab rather than an FAQ.

    Step 5: Step 5: Sync and Retrain

    Always click 'Sync' or 'Train AI' after updating the Knowledge Base or Instructions, then test the scenario in the simulator.

    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. The AI summarizes information to be helpful. If a detail is buried on page 4 of a linked PDF, the AI might skip it. Bring critical details to the forefront using FAQs.

    Important clarification

    Assuming the AI knows 'common sense' business practices. If you don't explicitly tell it that deposits are non-refundable, it won't tell the customer.

    Resolution guidance

    I added the FAQ, but it's still missing the detail.

    Ensure your Custom Instructions aren't forcing the AI to be too brief. If you told it to 'Keep answers under 10 words,' it will cut out details to meet that rule.

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    Need account-specific help?

    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.