How to maintain your AI Employee over time

    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 scheduled maintenance routine to update the Knowledge Base with new business information, review conversation logs for new customer trends, and refine tone instructions.

    Who this article is for

    This article is for business owners and administrators responsible for the long-term success of the AI integration.

    Overview

    An AI Employee is not a 'set it and forget it' tool. As your business evolves—launching new products, changing prices, or updating policies—your AI must evolve with it. Regular maintenance prevents the AI from becoming outdated and inaccurate.

    Before you begin

    • Schedule a monthly AI performance review
    • Update the Knowledge Base with any recent business changes
    • Review and adjust custom instructions based on recent logs

    Step 1: Step 1: The Monthly Knowledge Audit

    Once a month, navigate to Settings > AI Employee > Knowledge Base. Delete any expired promotional snippets, update pricing documents, and ensure all synced URLs are still active.

    Step 2: Step 2: Review New Customer Trends

    Look through recent conversation logs. Are customers asking about a new topic that the AI doesn't know about? Create new Q&A snippets to cover these emerging trends.

    Step 3: Step 3: Refine the Guardrails

    If the AI has started being too conversational or too brief, adjust the Tone & Style settings. Small tweaks to the core prompt can keep the AI aligned with your brand voice.

    Step 4: Step 4: Check Handoff Volume

    Monitor the percentage of conversations being handed off to humans. If handoffs are increasing, it usually means the AI's Knowledge Base is outdated and needs fresh information.

    Step 5: Step 5: Always Re-Sync

    Remember that any changes made to documents, URLs, or text snippets require you to click 'Sync' or 'Train AI' for the updates to take effect.

    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. Assign ownership of the AI Employee to a specific team member. If no one is explicitly responsible for maintaining it, it will quickly become outdated.

    Important clarification

    Changing a policy on the company website but forgetting to re-sync the URL in the AI settings, causing the AI to give customers old policy information.

    Resolution guidance

    The AI performance seems to be degrading over time.

    This is almost always a data issue. The business has changed, but the AI's training data hasn't. Perform a comprehensive audit of all Knowledge Sources.

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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.