Overview

If your AI Customer Agent gives an incorrect or misleading answer, correct the customer first, then identify what caused the response.

Most inaccurate responses can be improved by updating the Agent’s Knowledge, Strategies, or configuration and testing the change before returning to Autopilot.

Take over the conversation

If the Agent gives an incorrect answer during a live conversation, open the conversation in Inbox and turn Autopilot off.

The conversation switches to Copilot, stopping automatic replies while allowing you to respond manually.

Send the customer the correct information before troubleshooting the Agent.

Identify the cause

Review the incorrect response and determine why it happened. Common causes include missing Knowledge, outdated information, conflicting entries, vague content, a missing Strategy, or Agent instructions that are too restrictive.

You can also ask DealOnca to help review the topic and identify possible Knowledge or configuration gaps.

Update the Knowledge

If the Agent did not have the correct information, go to Knowledge and add or update the relevant content.

You can add business information through Documents, FAQs, Product Lists, or Use Cases. For frequently asked questions, adding a clear FAQ with a direct question and answer can make the information easier to maintain.

If existing Knowledge is outdated or conflicts with newer information, update or remove the incorrect content.

Make Knowledge more specific

Avoid vague information that could be interpreted in different ways.

Instead of writing “We offer consultations,” provide details such as the consultation length, availability, format, eligibility, or other information customers need.

Include accurate names, prices, dates, policies, and terminology when those details are important to the answer.

Add or update a Strategy

Sometimes the Agent knows the correct information but needs better guidance on how to handle a particular customer situation.

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

A Strategy can define the Scenario, Strategy, and Script the Agent should use when handling situations such as objections, refund questions, scheduling requests, or other recurring conversations.

Review the Agent’s instructions

Check the Agent’s Basic Info if the response was affected by its tone, response length, playbook, or other instructions.

For example, an overly restrictive response-length rule may prevent the Agent from providing important context.

Adjust the configuration when necessary while keeping it aligned with the Agent’s objective.

Test the fix

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

Ask the same question that caused the inaccurate response. Then test a few variations and follow-up questions to make sure the Agent consistently uses the corrected information.

If the response is still inaccurate, review the Knowledge, Strategies, and configuration again.

Return to Autopilot

Once the Agent responds correctly and consistently, return to Inbox and turn Autopilot back on when you’re ready.

Continue monitoring conversations and Support Needed cases. Repeated corrections can reveal Knowledge gaps or situations that need a new Strategy.

Keep improving your Agent

Review inaccurate responses as signals for where your Agent needs better information or guidance.

Keep Knowledge current, remove conflicting information, create Strategies for recurring situations, and use Try Me after important changes.