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Refine the AI's responses

Updated

The Rep Console includes a variety of AI Training tools. These tools empower you to:

  • Expand your AI Concierge’s knowledge with additional information beyond your store website content.
  • Fine-tune responses when you'd like to adjust how your Rep AI concierge answers certain questions.


This article covers how to refine your Rep AI concierge's responses to shopper inquiries.

 

Expand your Rep AI concierge's knowledge

Your store website serves as the primary information source for your Rep concierge. Your AI is already automatically trained on your entire website, excluding blog pages.

In addition to adding information directly to your website, there are several ways to provide your AI with extra information to answer customer questions, including:

 

Custom FAQs

Add tailored questions and answers to address common shopper inquiries.

Rep help center article: Train your AI on frequently asked questions (Custom FAQs) 

 

File Sources

Upload documents for the AI to process and learn.

Rep help center article: Train your AI using File Sources (documents or spreadsheets)

 

URL Sources

Provide links external to your store website containing additional information for the AI to learn.

Rep help center article: Train your AI using external links (URL Sources)

 

Further AI Instructions

Provide detailed guidance to refine the AI’s responses and behavior.

 

You can provide Rep's AI with the following types of instructions:

  1. General instructions for the AI to consider for all conversations
    Rep help center article: Set up your AI Concierge for success > Give the AI general (further) instructions
  2. Instructions for specific sales scenarios.
    Rep help center article: Understand and configure proactive sales skills > Provide the AI with detailed instructions on how to approach shoppers

 


Explore the Rep help center articles under AI Training for more information about all of Rep's knowledge-expanding tools.

 

Troubleshoot and fine-tune the AI's responses


Below are some simple steps to follow if Rep provides a response that needs refinement.

Step 1: Identify the Source 

Start by uncovering the source of the issue:

  1. Log into the Rep console at the following link: https://app.hellorep.ai/home
  2. In the the left-hand menu, select Conversations.
  3. On the Conversations page, locate the conversation containing Rep's answer that you'd like to adjust. Underneath Rep's reply, click the Explanation tab.

  4. A pop-up window will appear, outlining the AI’s thought process and the sources it used to craft the response.



  5. To the right of the Explanation tab, select the Used Sources tab to see the source from which Rep retrieved the information to answer the shopper inquiry:

 

Step 2: Fix the Source

Once you've identified the source, follow these steps to make adjustments:

 

Website Content

If the response was based on the information available on your website, we recommend updating the content directly on your website. If outdated or incorrect information remains on your website while you attempt to correct the AI using Rep’s additional knowledge base tools (such as Custom FAQs or File Sources), it may cause confusion for the AI. The conflicting information could lead to inaccurate or undesirable responses.

 

Custom FAQs or File Sources

For inaccuracies from a Custom FAQ or File Source, simply delete the relevant Custom FAQ or File Source or update with the correct information.

 

AI General Knowledge

In certain situations, the AI may rely on general knowledge or logical reasoning to respond. If adjustments are needed, consider training your AI further using Custom FAQs, File Sources, URL Sources, or Additional AI Instructions.

 

Report a problem and request assistance

If you notice a problematic response from Rep in a conversation and need assistance with correcting the AI, you can choose from these options:

  • Report a problem directly from the the log of the Conversation on the Conversations page. Rep's Support team will receive an email summary with a link to the flagged conversation and your feedback, and the Support team will follow up with you as soon as possible with information for next steps.

    Screenshot 2025-03-28 at 13.57.06.png
  • Alternatively, email Rep's support team directly at support@hellorep.ai, and the Support team will contact you as soon as possible to assist.

 

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