How to review and improve AI Employee answers

    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 conversation logs, identify incorrect or incomplete answers, update the Knowledge Base with explicit corrections, and click 'Sync' to retrain the AI.

    Who this article is for

    This article is for customer support managers and administrators responsible for the ongoing quality of the AI Employee.

    Overview

    Deploying an AI Employee is not a 'set it and forget it' task. Continuous review and refinement are required to improve accuracy, tone, and overall customer satisfaction.

    Before you begin

    • Schedule a weekly review of AI conversations
    • Identify common customer questions
    • Identify areas where the AI struggles

    Step 1: Step 1: Audit Conversation Logs

    Navigate to the Conversations tab and filter for interactions handled by the AI. Read through a sample of conversations, focusing on those that ended in a human handoff or where the customer expressed confusion.

    Step 2: Step 2: Identify the Root Cause of Errors

    When the AI gives a bad answer, determine why. Did it lack the information entirely? Did it pull outdated information from an old URL? Were your tone instructions too restrictive?

    Step 3: Step 3: Update the Knowledge Base

    Go to Settings > AI Employee > Knowledge Base. If information was missing, add a new FAQ or custom text snippet. If information was wrong, correct the source document or URL.

    Step 4: Step 4: Refine Tone and Instructions

    If the AI's answers are technically correct but sound robotic or overly aggressive, adjust the 'Tone & Style' settings. Add specific instructions like 'Be more empathetic' or 'Keep answers to two sentences maximum.'

    Step 5: Step 5: Re-Sync and Test

    Crucially, click the 'Sync' or 'Train AI' button after making any changes to the knowledge base. Then, use the Simulator to ask the exact question that the AI previously failed on, verifying that the new answer is correct.

    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. Treat AI training like employee training. If it makes a mistake, provide clear, explicit instructions on how to handle that specific scenario in the future.

    Important clarification

    Trying to fix a knowledge gap by changing the Tone settings. If the AI doesn't know your pricing, telling it to be 'more helpful' won't fix the issue. You must add the pricing to the Knowledge Base.

    Resolution guidance

    I updated the knowledge base, but the AI is still giving the old answer.

    Ensure you clicked the 'Sync' button. Also, verify that there isn't contradictory information residing in another uploaded document or URL.

    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.