How to fix incorrect responses delivered by AI Assist

The instructions below are for desktops and laptops only.

While tawk.to’s AI Assist is a powerful tool for streamlining your customer support, AI Assist can sometimes miss the mark. This can happen when AI Assist doesn't have the answer to a question or gives an inaccurate response. Or it may provide a correct answer that could be phrased more effectively.

This guide will help you troubleshoot these issues and get AI Assist back on track.

AI Assist relies entirely on your data sources to provide accurate information to your customers. Here are common reasons why AI Assist might generate an error response:

Outdated information

Data sources may need a refresh to incorporate new information. When changes occur in your business or industry, update your data sources to give AI Assist access to the latest information.

Duplicate information

Some data sources may contain duplicate information, disrupting AI Assist’s ingestion and causing an error in its responses. Organize your data sources to help AI Assist find the most relevant information effectively.

Information not ingested

AI Assist cannot ingest information in

• CSV files with formatting errors

• Images and tables in documents, files, and web pages

• Websites that cannot be crawled

How your data sources are used

AI Assist is designed to understand the context of your customer's query and scour your data sources for relevant keywords.

AI Assist will find keywords in up to 5 data sources by analyzing:

• FAQs and Shortcuts with related questions and answers

• 1000-character snippets from Text, Knowledge Base articles, Documents, and Websites

• 1000 characters per row in CSV files

AI Assist will then use the gathered information to generate a suitable response.

To learn more about AI Assist’s data sources, check out these guides:

Understanding AI Assist’s Data Sources

Why AI Assist’s web crawler might not be able to crawl some sites

You can troubleshoot AI Assist’s error responses by investigating the data sources AI Assist used to generate the response.

Follow these steps to troubleshoot AI Assist’s error responses in your tawk.to Dashboard:

1. Go to Add-ons > AI Assist > Settings.

2. After selecting your AI agent, the chat widget preview will appear on the right of the Settings page. You can use this test environment to fix AI Assist’s responses without exhausting your monthly message allocation.

3. Enter an example of a customer query.

4. Check AI Assist’s responses for errors. The information provided in the example below is inconsistent.

5. Click the silo icon next to the error response to see where AI Assist extracted the information from.

6. You’ll see the top 5 data sources AI Assist used to generate the response.

Note: Base Prompt instructions aren’t listed here.

In this example, a CSV file contains outdated information.

7. Replace incorrect or outdated data sources. Ensure your new data sources contain accurate, updated information.

8. Repeat steps 3-7 until AI Assist’s responses are consistently accurate.

• Use shortcuts with related questions
  Insert relevant keywords and questions in your shortcuts to help AI Assist identify and analyze data sources faster. To learn more, check out this guide: Creating and managing shortcuts
  
  

• Update the Base Prompt
  Give clear, specific instructions in the Base Prompt for AI Assist to extract the right information from relevant data sources. To learn more, check out this guide: Modifying the Base Prompt

• A/B testing
  Develop different response templates and shortcuts, and A/B test them to see which version performs best for your audience.

• Monitor and improve continuously
  Monitor AI Assist’s responses and update data sources regularly. AI Assist is designed to learn, making improvements easier over time.

Remember: a well-calibrated AI Assist can significantly enhance your live chat experience, satisfying your customers and support team.

If you’re still having difficulty fixing AI Assist’s responses, schedule a call with us and we’ll help you further.

If you have feedback about this article, or if you need more help:

• Click the green live chat icon

• Schedule a call with us

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