AI Performance & Quality
Response Quality
Improve how accurately and helpfully your chatbot answers customers.
Improve response quality
Good answers depend on accurate sources, clear instructions, a suitable model, and working actions. Change one of these at a time so you can tell what improved.
Choose the right correction
| Observed problem | Correction |
|---|---|
| Missing or outdated fact | Update the source and confirm it is trained. |
| Wrong tone or answer scope | Clarify the agent instructions. |
| Missing account or order information | Use an authenticated action with the necessary data. |
| A failed action | Check the action result, inputs, provider connection, and channel. |
| Invented detail | Tell the agent how to handle unknown information and give it a supported escalation path. |
Compare real scenarios
- Write representative questions from your actual support workflow.
- Record the expected facts and the source that supports each one.
- Test the same questions before and after a change in a fresh conversation.
- Check correctness, completeness, useful links, action results, and the point where a human is needed.
Use reliable links
Include the actual page title and canonical URL in your source material when a customer should be directed to a specific page. Check that the link opens the intended public page. Do not train a made-up URL or use a placeholder as a live destination.