Improve + Custom answers
AI support agents are only as good as the knowledge they are trained with, so we have tools to help you improve yours, from custom answers to AI-generated knowledge snippets from your tickets
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AI support agents are only as good as the knowledge they are trained with, so we have tools to help you improve yours, from custom answers to AI-generated knowledge snippets from your tickets
Last updated
Was this helpful?
Your AI agent will only be able to answer questions based on the knowledge you have provided to it, if it doesn't have the knowledge it can't answer.
So you need to do 2 things to improve your AI agent's responses:
Find out what it can't answer
Add knowledge that allows it to answer
To find out what it can't answer you can use our Improve feature:
Improve is our answer improvement studio that will show you:
all the questions that your AI was unable to answer and resulted in a handover to a person, we call these your 'knowledge gaps'
your 'Custom Answers' - these are the knowledge snippets you have adde to your AI agent directly in My AskAI to plug any knowledge gaps
your 'Content Usage' - which pieces of knowledge have been used the answer your customer's and user's questions most frequently and how often they result in an AI resolution
a way to 'Inspect' your AI agent's conversation history and logs, so you can understand why the AI agent answered the way it did and what knowledge sources it used.
A knowledge gap is a question that your AI was unable to answer and resulted in a handover to a person.
Knowledge gaps are grouped by similarity, so you can see the number and nature of common queries that are going unanswered.
We'll only show you knowledge gaps where the AI was unable to answer questions.
We'll also show you where these questions were raised so you can see the context of the conversation.
You can think of this view as your 'to-do' list to improve your AI agent's knowledge.
You can fix a knowledge gap immediately by clicking "Fix knowledge gap" and then writing your own custom answer, however My AskAI will automatically generate answers for you based on your historic tickets when the knowledge gap has reached 3 questions.
When fixing a knowledge gap you can:
Generate a knowledge snippet from your existing documentation Our AI will look at similar knowledge articles in your knowledge base to make a draft of what it thinks might be a suitable knowledge article. It will not be perfect and you should add it without editing first but it should get you past the dreaded 'blank page' problem when writing new articles.
Generate a knowledge snippet from your existing support tickets For each conversation that was handed over, your agents will likely have answered the customer's question themselves. So we let you connect your Zendesk or Intercom tickets so our AI can find these answers and use them to draft new knowledge articles using them (your Zendesk and Intercom Tickets won't however be used to directly answer user questions, only as a way to generate these knowledge snippets).
Draft a knowledge snippet from scratch If you don't want to use AI to generate your knowledge snippet, you can just draft one from scratch yourself using our text editor.
Whichever way you choose to begin with, you can always edit the knowledge snippet at a later date.
Once you have created your knowledge snippet click on "Save & Test", this will show you what response your AI agent will give to your question, you can then choose to either add this snippet to your AI agent's knowledge (if you are happy with the response) by clicking 'Finish' or continue editing (if you don't like the response) by clicking 'Back/Edit'.
If you add the snippet the knowledge gap will be Resolved and will be cleared from your Improve view.
If you believe the questions within a knowledge gap should have been answered, you should click the:
"Should this have been answered?" link for that knowledge gap in the three dot menu for that knowledge gap.
You will then be asked to:
Re-check if the knowledge gap is still there (in case you have added knowledge since the gap appeared)
Search for the link you believe contains the knowledge that would answer the question (this is to ensure you have added the link to your AI agent already).
If you don't find the link we will ask if you want to add it to your AI agent's knowledge
If you do find the link then we will ask for further information
Copy and paste the link and the exact text from within the article that answers the question.
Report the issue - this will then be used by My AskAI as part of our answer improvement and evaluation testing to constantly improve our AI agent's responses.
Add a knowledge snippet to directly answer the question for customers while we investigate.
To connect your Zendesk or Intercom tickets so your AI agent can draft knowledge snippets:
Go to your dashboard then select Improve from the menu.
Go to any Knowledge gap and click 'Fix Knowledge Gap'
When presented with the options where you can draft your knowledge from, select 'Support Tickets'.
Select your support platform, Zendesk or Intercom on the next screen.
Follow the instructions to connect to your respective ticketing platform.
Once connected you should be able to draft knowledge snippets from your tickets.
Note that while historic tickets from Zendesk and Intercom can be used to generate knowledge snippets (custom answers), they cannot be used as a knowledge source to directly answer customer questions from.
Custom answers are the same as knowledge snippets and allow you to create custom answers to questions to have more control over your AI agent's response.
You can use them to amend responses or enable your AI support agent to answer things it previously couldn't.
Available on all paid plans.
Custom answers can be used to adjust or "correct" an AI answer.
You can either create a new question-and-answer pairing from scratch, or you can give the AI more information that will allow it to answer a question it previously couldn't i.e. you were previously getting an "I don't know" response from your chatbot.
Custom answers should be used for small corrections, adjustments, or if there is a question that doesn't warrant its own documentation.
To create a custom answer (or to correct a response):
Go to Knowledge > Custom answers or go directly to Improve
Select "Add/manage custom answers"
Click the button "+ Add new custom answer"
Add your question and answer pair
Click "Save & Test", this will show you what response your AI agent will give to your question
You can then choose to either add this snippet to your AI agent's knowledge (if you are happy with the response) by clicking 'Finish' or continue editing (if you don't like the response) by clicking 'Back/Edit'.
That's it, you should be able to then ask your AI agent the question and have it respond with the updated response.
To delete a custom answer:
Go to Improve > Custom Answers
Select the Custom Answer you wish to delete.
Click the trash can icon next to that Custom Answer and you answer will be deleted immediately.
To edit a custom answer:
Go to Improve > Custom answers
Select the Custom Answer you wish to edit.
Click the button pencil icon next to that Custom Answer.
Update your Custom Answer/knowledge snippet and click "Save & Test"
To view all of your custom answers and knowledge snippets, go to Improve > Custom answers
To see what content is being used most frequently to answer questions or in conversations, go to Improve > Content Usage, here you will find a list of the content articles that have been used to answer questions, ordered by most frequently used.
For each piece of content/knowledge you will also see an "AI resolution" rate, which will tell you how often conversations using that piece of content/knowledge were able to be directly resolved by the AI without requiring a human.
If you find pieces of content/knowledge with lower AI resolution rates it may be that they can be improved (by reviewing the conversations they are used in) or you may wish to consider other ways of helping users to answer those questions.
One of our most powerful features of our 'Improve' studio is the Inspect & Bugs view.
From this view, you can search for any ticket or conversation, by date, Ticket ID, email and/or keyword, then click into it to see the conversation/ticket history.
From the conversation/ticket history you can see:
The knowledge sources used to answer any question
The interpretation of the question as the AI understood it
A button to "Inspect or fix answer"
Clicking the "Inspect or fix answer" button will generate an AI explanation of why the AI agent answered the question in the way it did and also show you exact, verbatim quotes from the docs that were used to answer the questions.
If this wasn't a satisfactory answer for you, you will also be shown options to "Fix" the answer by either:
Before adding a custom answer, think about whether it would make more sense to update your documentation and to allow your AI support agent to answer instead.
To edit an existing answer your AI support agent is giving, or knowledge snippet using the question you asked and your updated response.
Creating a "
Adding a "
