Overview

If your AI Customer Agent gives a customer incorrect information, take over the conversation first, correct the response, and then identify what caused the mistake.

Incorrect responses can often be improved by updating Knowledge, removing conflicting information, adding a Strategy, and testing the Agent again before returning to Autopilot.

Take over the conversation

Go to Inbox and open the affected conversation.

Turn off Autopilot using the control in the top-right corner. The conversation switches to Copilot, preventing your Agent from automatically sending another response.

Send the customer the correct information manually.

Identify what caused the incorrect answer

Review the question and determine what information your Agent used or was missing.

Common causes include missing Knowledge, outdated information, conflicting Knowledge entries, content that is too vague, or a missing Strategy for that customer situation.

You can also ask DealOnca to help identify potential Knowledge gaps or review how your Agent is configured.

Fix the Knowledge

If information is missing, go to Knowledge > Add and add the correct information using the appropriate Knowledge type, such as a Document, FAQ, Product List, or Use Case.

If existing information is outdated, edit or remove the old entry and replace it with the current information.

For conflicting information, remove outdated versions so your Agent has one clear and accurate source to work from.

Keep important details specific. Include accurate product names, prices, policies, dates, and other details customers are likely to ask about.

Add or update a Strategy

Sometimes the Agent knows the correct information but needs clearer guidance about how to handle a particular situation.

Go to Agents > Strategies and create or update a Strategy for that scenario.

Define the Scenario, Strategy, and Script so your Agent has clearer guidance when a similar conversation happens again.

Test the correction

Before returning the conversation to Autopilot, test your changes.

Go to Agents, select the Agent, then open Basic Info > Try Me.

Ask the same question that caused the incorrect response and check whether the Agent now answers correctly. Try a few variations of the question to make sure the updated information works in different conversations.

If the response is still incorrect, review the Knowledge and Strategies again before enabling Autopilot.

Return to Autopilot

Once you’re satisfied with the Agent’s responses, return to Inbox and turn Autopilot back on when appropriate.

For newly configured or significantly updated Agents, consider staying in Copilot temporarily so you can review responses before they’re sent automatically.

Prevent incorrect answers

Keep your Knowledge current whenever products, prices, services, or policies change. Remove outdated information instead of leaving multiple conflicting versions.

Review Support Needed conversations for recurring gaps, add FAQs for frequently asked questions, and use Strategies for common customer situations.

Regular testing with Try Me can help you catch problems before they affect live customer conversations.

When to contact support

If your Agent repeatedly provides incorrect responses even though its Knowledge and configuration are correct, contact Dealism Support for additional help.

If an Agent is sending inappropriate or potentially harmful responses, turn off Autopilot while the issue is being investigated.