The 'Missing Information' screen provides a list of questions that customers have asked but the AI was unable to answer. This tool helps you identify gaps in the AI’s knowledge, enabling you to add custom FAQs and improve customer experience.
Steps to Train the AI:
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Access the 'Missing Information' Screen:
- Navigate to the 'Missing Information' section in your Rep console menu > Insights > Missing Information. This screen displays questions that were frequently asked by customers but did not have answers available.
- Navigate to the 'Missing Information' section in your Rep console menu > Insights > Missing Information. This screen displays questions that were frequently asked by customers but did not have answers available.
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Identify Customer Questions:
- Review the list of questions in the 'Question' column. The questions are organized by topic to make it easier to understand what type of information is missing.
For example, in the screenshot, the question "Do you have pots and pans?" is listed under "Product-related questions." This helps you identify the kind of response customers are expecting.
- Review the list of questions in the 'Question' column. The questions are organized by topic to make it easier to understand what type of information is missing.
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Add Custom FAQs & Save the Answer:
- Next to each question, you’ll see an "Answer" option.
- Tap on "Answer" to open a new window where you can add a response or create a custom FAQ.
- Enter the relevant information that answers the customer’s question. This will be stored in the AI’s knowledge base, allowing it to provide accurate responses to similar questions in the future.
- After adding the answer, save the FAQ. This custom FAQ is now part of the AI's knowledge, enhancing its ability to respond to similar inquiries.
- After adding the answer, save the FAQ. This custom FAQ is now part of the AI's knowledge, enhancing its ability to respond to similar inquiries.
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Monitor and Update Regularly:
- The 'Missing Information' screen updates based on recent customer interactions. Regularly check this screen to ensure that all common questions are addressed, and update FAQs as needed.
- The 'Missing Information' screen updates based on recent customer interactions. Regularly check this screen to ensure that all common questions are addressed, and update FAQs as needed.