How to improve AI Employee response accuracy

    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

    To improve accuracy, regularly audit conversation logs, update the knowledge base with explicit FAQs, refine your tone instructions, and ensure business rules are clearly defined.

    Who this article is for

    This article is for administrators and support managers responsible for the quality of the AI Employee's conversational output.

    Overview

    Accuracy is the most critical metric for your AI Employee. An inaccurate AI frustrates customers and creates more work for your team. Improving accuracy is an ongoing process of refining the AI's training data based on real-world interactions.

    Before you begin

    • Review recent conversation logs
    • Identify recurring inaccuracies
    • Update knowledge sources and rules

    Step 1: Step 1: Audit Conversation Logs

    Regularly review the Conversations tab. Filter for AI interactions and look for instances where the AI provided incorrect information, misunderstood the customer's intent, or gave a vague answer.

    Step 2: Step 2: Trace the Source of the Error

    When you find an inaccuracy, use the 'Source' attribution feature in the simulator or logs to determine where the AI pulled the wrong information from (e.g., an outdated URL or a poorly worded FAQ).

    Step 3: Step 3: Update the Knowledge Base

    If the source data is wrong, fix it. Remove outdated URLs, update incorrect documents, and add specific, direct FAQs to address the exact questions the AI struggled with.

    Step 4: Step 4: Refine Tone and Instructions

    If the AI's information is correct but its delivery is poor (e.g., too brief, too aggressive), adjust the Tone & Style settings. Use clear, explicit instructions to guide its behavior.

    Step 5: Step 5: Clarify Business Rules

    Ensure your Business Rules are unambiguous. If the AI is answering questions it shouldn't, tighten your restricted topics list and ensure the fallback response is clearly defined.

    Step 6: Step 6: Sync and Retrain

    Always click 'Sync' or 'Train AI' after making changes. Use the simulator to test the specific scenarios that previously failed to verify the issue is resolved.

    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 is only as accurate as the data you provide. If your website is outdated or your FAQs are confusing, the AI's answers will reflect that.

    Important clarification

    Assuming the AI will 'learn' automatically from its mistakes without manual intervention. You must actively update its knowledge base and rules to improve its accuracy.

    Resolution guidance

    The AI is still giving wrong answers after I updated the knowledge base.

    Ensure you clicked 'Sync'. Also, check for contradictory information across different knowledge sources. The AI might be pulling the wrong answer from an old PDF you forgot to delete.

    Was this article helpful?

    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.