In this article, we will guide you through the process of training the AI to handle conversations customers have tagged as "unhelpful".
How can my shoppers report an unhelpful conversation?
When customers click on the Rate your conversation sub-header of your chat, Rep Asks them if the conversation was helpful. It is a yes/no question.
Where can I review conversations shoppers said were unhelpful?
You can easily access these conversations through the homepage and train the AI accordingly. On the homepage, you’ll see the total number of conversations along with a yellow banner showing how many were marked as unhelpful. Simply tap View to access and review those conversations.
Alternatively, you can also find the "unhelpful" conversations through the Conversations screen. To find those:
- Log into the Rep console;
- Navigate to the sidebar and click Insights > Conversations;
- At the top of the screen, select a timeframe and tap Filters;
- Go to Tag > select Reported as unhelpful and click Add filter to apply it.
You will now see all the conversations your shoppers tagged as "unhelpful" throughout the selected timeframe.
Ok, how do I make things better?
If while reviewing conversations you find that your AI Concierge could have handled some customer questions better, you can correct its responses. This way, when shoppers ask similar questions in the future, it will respond according to your preferences.
Click on the Correct the AI button found under each AI response. A window will open up and you can add the response you would have liked to see when checking the conversation.
Tip: make sure the question and answers are general and informative. If the request applies only to a specific product page, you may link it. You may also Recommend a product/collection as part of the answer.
Once you've made the desired changes, click Publish.
Congrats! You've successfully trained your AI Concierge on this type of inquiries.