To improve your Copilot's responses, you must understand its reasonment. To do this, go to Reporting > Conversations and add a filter Processed by Generative AI :
Navigate to closed conversations and open the one you are interested in:
Then click on 'Improve Answer' under the specific response you want to enhance, and this tab will open:
1. The Analyze button
By clicking on 'Analyze,' you will be able to see in detail how your Copilot responded to your visitor.
You will then have access to this page:
- The Messages section provides information about the message sent by the visitor and the response provided by your bot.
- The Knowledge records used section provides details about the parts of your knowledge base that the AI used to generate its response.
- The Knowledges records discarded section also provides information about the bot's search, indicating which parts of your knowledge base it reviewed but did not find relevant information to generate a response.
By studying this information, you can better enrich your knowledge base to provide more content for your bot. This way, it will be able to respond optimally to your visitors.
2. The Add knowledge button
By clicking on 'Add knowledge', you can modify your Copilot's response to better adapt it to the specific questions of your visitors.
This tab will open:
- In this tab, the 'Topic' section displays the visitor's question, which you can edit as you wish.
- In the 'Content' section, you can provide a better response than the one given by your Copilot to make it as suitable as possible. This directly affects your FAQ but does not modify your product catalog.
Please note that this feature does not apply to pre-recorded automatic messages (such as the first message sent by your bot to a new visitor). Also, some of the information given by the AI to your visitor may come from its general knowledge.
