How to Review AI Responses

    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 AI conversation logs to identify incorrect answers, refine knowledge sources, and ensure appropriate human handoffs.

    Who this article is for

    This article is for support managers and administrators overseeing AI communications.

    Overview

    Monitoring your AI's interactions is essential for maintaining quality. Reviewing responses helps you identify knowledge gaps, refine business rules, and ensure the AI is representing your brand correctly.

    Step 1: Access Conversation Logs

    Navigate to the Conversations tab or the specific AI analytics dashboard (where available in your account) to view transcripts of AI interactions.

    Step 2: Identify Handoff Failures

    Look for conversations where the customer became frustrated or asked for a human, but the AI failed to escalate. Adjust your handoff triggers and restricted keywords accordingly.

    Step 3: Check for Hallucinations

    Identify instances where the AI provided incorrect pricing, promised unavailable services, or invented information. This usually indicates a gap or contradiction in your knowledge sources.

    Step 4: Update Knowledge Sources

    When you find an error, immediately update the corresponding FAQ, website URL, or text snippet in the AI's knowledge base and re-sync the data.

    Step 5: Refine Tone and Instructions

    If the AI sounds too robotic, overly casual, or uses inappropriate formatting, adjust the custom instructions and base personality settings.

    Configuration note

    AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. Ongoing monitoring is required to maintain accuracy and compliance.

    Resolution guidance

    How do I stop the AI from answering a specific question?

    Add the topic to the restricted boundaries list in your AI settings and configure a polite fallback response that directs the user to human support.

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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.