Manage AI Answers

You’ve got AI Answers delighting your customers with quick, dependable responses — now it’s time to take things a step further. This article will show you how to keep track of those answers, so you always know what’s working best, and add improvements to make it even better!

Head over to Get Started With AI Answers to set up AI Answers if you've not done that first.

Review Conversations

A session refers to an individual interaction with AI Answers that has taken place on this Beacon. Filter results by time frame or resolution by selecting options from the dropdown menus at the top left of the table.

Click Export in the top right corner to export a CSV of the conversations.

Click on any line to view the entire conversation in-app.

Use the arrows on the right to navigate through conversations without returning to the list.

Reviewing the conversations here will show you what the AI is able to answer, and what it is not. Use that data to refine your Docs articles to help make the AI more useful.

Attempted Sources

When the AI fails to answer a customer question or the conversation includes a clarifying question, the conversation record shows Account Owners and Administrators the sources that it checked.

Improvements

Sometimes you might find that the AI didn't quite hit the mark. You can add improvements to its responses, so the next time that someone asks the question, there's an additional source for the AI to pull from.

Add Improvements

There are two ways to add improvements.

From a Conversation

Head into any conversation with the AI and click Improve. A text box will appear where you can enter an improvement for any part of the conversation.

Submit your improvement. The AI will rewrite things just a bit then you can submit the improvement. You can edit the improvement after it’s saved.

From Beacon Settings

Head into Manage > Beacons > [Choose Your Beacon] > Edit Beacon > AI Answers. Find the Improvements tab at the top of that page. Enter any improvements you want to add there.

Manage Improvements

You can manage improvements from both of those same places — from the conversation or from Beacon settings.

From a Conversation

Find the improvement you want to edit and click the options menu (the 3 dots) next to it to find Edit. Save your changes when done.

From Beacon Settings

Head into Manage > Beacons > [Choose Your Beacon] > Edit Beacon > AI Answers. Find the Improvements tab at the top of that page. Click on the improvement that you want to edit, then save the changes when you're done.

Reporting

Engagement

Engagement shows how all Beacon sessions ended, including visitors that did not engage with AI Answers.

AI Answers

Shows the breakdown of AI Answers conversations by resolution.

• Contact helped — an answer was provided and the visitor did not indicate that they needed more help.
• Contact not helped — the visitor indicated that they needed more help but did not reach out to your team.
• Human escalation — visitor chose to chat with your team or send an email for further help.