While Rep can satisfactorily handle most customer interactions, there are times when customers may flag Rep’s responses as unhelpful. In these situations, you can train Rep’s AI to better understand and handle those types of interactions going forward.
This article guides you through how to train the AI to handle conversations customers have tagged as "unhelpful".
- How shoppers report unhelpful conversations
- Find unhelpful conversations from the Console Homepage
- Search the Conversations page for unhelpful conversations
- Train the AI to handle unhelpful conversations
- Review insights for unhelpful conversations
How shoppers report unhelpful conversations
Rep asks customers to rate their conversation as helpful or unhelpful by clicking on the Rate their conversation sub-header of your chat.
This triggers an AI message asking the customer if the conversation was helpful. The customer has the option to answer yes or no.
Find unhelpful conversations from the Console Homepage
You can access unhelpful conversations through the Console’s Homepage. Simply logging into the Rep console will bring to the Homepage by default. There, you’ll see a stat card with the total number of conversations.
If there are any unhelpful conversations within the defined date range, the card will contain a yellow banner showing how many were marked as unhelpful. Click the banner to access and review those conversations.
Search the Conversations page for unhelpful conversations
Unhelpful conversations are also available through the Conversations page. You can use this page to search and filter unhelpful conversations with the following steps:
- In the left-hand menu, select Conversations.
- Set the date range for the period in which you want to search for unhelpful conversations.
- Open the Filters tab.
- Click the search field for the Tag filter and scroll until you see Reported as unhelpful. Select this filter.
Train the AI to handle unhelpful conversations
While reviewing conversations, if you find that your AI Concierge could have handled some customer questions better, you can correct the AI's responses. This way, when shoppers ask similar questions in the future, your Rep concierge will respond according to your preferences.
Click on the Correct the AI button, found under each AI response.
A pop-up window will appear, allowing you to add the response you would like to see from Rep going forward.
For more information about refining your AI's responses to shopper inquiries, visit the following Rep help center article: Refine the AI's responses
Review insights for unhelpful conversations
Rep AI provides analytics you can use to gather insights about unhelpful conversations. These insights are available on the Shopper Intelligence page. There, you can see the total number of unhelpful conversations and what percentage of total conversations are marked as unhelpful.
You can review these insights with the following steps.
- In the left-hand menu, navigate to Insights > Shopper intelligence.
- Set the date range for the period you want to review.
- In the forms of the assistance data panel, select the Unhelpful tab.
This opens a list of unhelpful conversations, segmented by topic.
Need help or advice? Reach out to us at: support@hellorep.ai