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Start with the support ticket. Echo can inspect the conversation, explain the answer, and identify the knowledge or guidance that affected it.

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Diagnose the response

  1. Open Echo from the Dashboard.
  2. Paste the link to the support ticket.
  3. Ask why the AI agent gave that response.
  4. State the part that you want to change.
  5. Ask Echo to show the knowledge, guidance, or task that affected the response.
Classify the problem before you change the agent:
  • The answer contains incorrect facts.
  • The answer is missing facts.
  • The tone is wrong.
  • The AI agent handled the scenario incorrectly.
  • The ticket needed a handover.

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Apply the correct fix

Use Knowledge for facts. Use Guidance for behavior and tone. Use Tasks for processes that collect information or take actions.

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Test the fix

  1. Ask Echo to test the same question after the change.
  2. Run the question again in Improve > Test.
  3. Compare the new answer with the original ticket.
  4. Test one nearby example to make sure that the change is not too narrow.
  5. Review the next live tickets that match the scenario.
If the answer still fails, share the ticket link or the conversation link from Improve > Inspect & Logs with My AskAI support.