Overview
Reviewing and addressing missed responses is crucial for improving the chatbot's accuracy and reliability. While the AI chatbot works hard to understand and respond effectively, there will always be things it doesn’t know.
Identifying these gaps helps train the AI to handle more scenarios, leading to continuous improvement and a better overall user experience.
The good news is that the Missed Responses feature makes this process seamless by helping you easily identify, review, and train the chatbot on what it missed, saving time while improving performance.
Accessing Missed Responses
To access Missed Responses, navigate to the Knowledge Hub and select the Missed Responses tab.
Here you will find a record of all the questions that chatbot was unable to give a direct answer to.
From here, you can use Filter to select the date range or filter the responses by status as well as download the responses as CSV file.
Under the status section, you have the option to promptly enter the necessary answer for the missed enquiry using + Add FAQ. In which, the following pop-up menu will be shown:
After entering the needed information and saving it, you will have the option to mark it as Resolved or to either Ignore the response if the enquiry is irrelevant to the property.
Note: Saving updates the chatbot’s training database. To finalize the update, you must publish the changes by going to Knowledge Hub → Publish AI.
Tips for Managing Missed Responses
Check regularly: Review missed responses often so your chatbot stays accurate and up to date.
Be specific: When adding FAQs, use clear, concise answers that the chatbot can easily learn from.
Group similar questions: If multiple guests ask the same thing in different ways, add them as variations under one FAQ.
Ignore wisely: Only ignore responses that are irrelevant to your property; otherwise, use them as learning opportunities.
Publish frequently: Don’t forget to publish changes in the Knowledge Hub so updates go live for guests.
Monitoring Negative Feedback
Monitoring Negative Feedback consists of responses that were marked as Thumb Down by the customer. These responses will also have a ticket created automatically and there will also be a field for the customer to leave their message so they can rest assured that their question can be answered.
Step 1: Select Unified Inbox from the side menu then select Agent Assist.
Step 2: Select Show Filters from the top left and select Negative Feedback from the Feedback dropdown menu (Optional: Select your preferred date range) then Submit.
Step 3: Review Feedback from Thumbs Down Responses
Check for User Error: If the thumbs down feedback was due to a user's accidental click, you can disregard it.
Update Inaccurate Information: If the feedback indicates incorrect information, update the necessary details in the Knowledge Hub. Access the Knowledge Hub from the side menu, make the required changes, and then click Publish GPT at the top of the page to apply the updates.
Address Understanding Issues: If the thumbs down feedback is due to the chatbot not understanding the question, contact your dedicated Customer Success Manager or reach out via the Customer Support Chat in the bottom right corner of the Dashboard, or by emailing [email protected].
