The Optimize tab is your command center for improving your AI assistant’s accuracy and effectiveness. It works by analyzing conversations where the AI failed to provide a helpful response, giving you actionable steps to fill knowledge gaps and boost performance. A well-trained AI leads to higher customer satisfaction, fewer escalated tickets, and a more efficient support workflow.
Understanding the Optimize Tab
When you navigate to the AI Agent → Optimize tab, you will see a dashboard designed to give you a quick overview of your AI's current performance and areas for improvement.
ℹ️ Note: The goal of this tab is to turn unresolved customer inquiries into training opportunities. Once you resolve an item from the list, it is added to your knowledge base, making the AI smarter for future interactions. |
Key metrics at the top of the page include:
Accuracy Score: This percentage represents how often the AI provides a helpful and accurate response. A low score, often accompanied by an "Action required" badge, indicates that your AI needs training.
Progress Bar: This shows how close you are to reaching a target accuracy score, displayed as a fraction (e.g., 29/100).
Analyzing Unresolved Inquiries
The main part of the Optimize tab is the "Optimize unresolved inquiries" table. This list shows specific customer messages that the AI could not answer. You can search and filter this list to focus on the most important issues.
The table contains the following columns:
Message: The exact, unanswered question the customer asked.
Last appearance: The last time this specific inquiry was seen.
Topic: The category of the question, such as Product & Catalog, Shipping & Delivery, or Returns & Refunds.
Impact level: An indicator of how frequently this question is asked, helping you prioritize what to fix first.
💡 Tip: Start by tackling inquiries with a high impact level. Resolving these common questions first will lead to the biggest and fastest improvement in your AI's accuracy score. |
How to Improve Your AI Performance
At the bottom of the page, you'll find a personalized guide with three recommended actions to enhance your AI's capabilities. Completing these steps is the most direct way to improve your AI's performance and accuracy score.
Add new knowledge: Click the Add FAQ in knowledge button to directly teach your AI the correct answer to an unresolved inquiry. This is the most common and effective action you can take.
Activate useful abilities: Ensure all relevant AI abilities are turned on. Abilities like Order Tracking and Product Search give the AI the skills it needs to handle common ecommerce tasks.
Set up your AI agent behavior: Define your AI's personality and provide clear custom instructions. This helps the AI understand your brand voice, policies, and the products you sell, leading to more on-brand and accurate replies.
By regularly visiting the Optimize tab and resolving unanswered questions, you can systematically improve your AI's knowledge and provide a better experience for your customers.
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