How to review AI Employee conversations for quality

    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

    Regularly audit transcripts in the Conversations tab, looking for accuracy, tone consistency, successful handoffs, and areas where the AI failed to resolve the customer's issue.

    Who this article is for

    This article is for support managers and business owners overseeing customer communications.

    Overview

    You cannot set and forget an AI Employee. A weekly quality review of live conversations is essential to catch subtle errors, improve knowledge, and ensure a high-quality customer experience.

    Before you begin

    • Schedule a weekly 15-minute review session
    • Filter for AI-handled conversations
    • Review a mix of successful and escalated chats

    Step 1: Step 1: Access Conversations

    Navigate to the main Conversations tab in your GEVADE CRM dashboard.

    Step 2: Step 2: Filter the View

    Use the filters to isolate conversations handled by the AI Employee. You may also want to filter by specific channels like Web Chat or SMS.

    Step 3: Step 3: Review Successful Resolutions

    Read through 5-10 conversations where the AI successfully answered questions or booked an appointment without human intervention. Check that the tone was appropriate and the information was 100% accurate.

    Step 4: Step 4: Review Escalations

    Read through conversations that triggered a human handoff. Did the AI escalate at the right time? Did it handle the transition smoothly? Or did it frustrate the customer before finally giving up?

    Step 5: Step 5: Document Improvements

    Keep a running list of missing FAQs, tone adjustments, or new restricted topics you discovered during the review. Apply these updates to the AI settings immediately.

    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. Pay close attention to how customers phrase their questions. Customers rarely use formal terminology. Use their natural phrasing when updating your FAQs to improve the AI's intent recognition.

    Important clarification

    Only reviewing conversations when a customer complains. Proactive weekly reviews catch small issues before they become major customer service failures.

    Resolution guidance

    It takes too long to read every conversation.

    Don't read them all. Sample 10% of the volume, focusing heavily on escalations and conversations that ended abruptly without a resolution.

    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.