When the AI fails to provide a relevant or helpful answer—typically responding with phrases like “I don’t have that information”—those messages are captured under the “Unsatisfactory Responses” tab. These responses are crucial for improving AI accuracy and customer satisfaction.
If the same query is asked for different products, separate clusters will be created.
Clustering of Unsatisfactory Responses
Each unsatisfactory response is grouped into a cluster based on similarity.
Questions with similar phrasing or intent will be grouped under the same cluster to streamline correction efforts.
Correcting & Improving Responses
Correcting these responses allows BIK to auto-learn and improve future replies.
Once a correction is made:
It is added as a FAQ under the corresponding intent and product (if applicable).
The response will not appear again as unsatisfactory for similar future queries.
A private note is added in the helpdesk conversation to indicate the correction.
If a response is corrected via the helpdesk, it is removed from the Unsatisfactory Responses tab.
Correction Tools & Options
1. Input Box: Enter the correct response for the AI to learn.
2. Ignore Button: Use this when the AI’s original response is acceptable or doesn’t require action. If a response is marked as ignored, the red highlight in the heldpesk will be removed.
3. View Full Conversation: Opens the complete chat for context.
4. Cancel / Save: Save or discard changes once you've typed a correction.
5. Similar Unsatisfactory Modal: Appears when multiple similar queries are found. Allows bulk correction or ignoring.
6. Edit (Product Details Intent only): Lets you add multiple products if the same answer applies across them.
Unsatisfactory overview page
Left Panel: List of clusters and filter options (filter by intent and date).
Middle Panel: Shows:
Cluster name
Product (if the message is related to product details or product dissatisfaction)
User's question
AI’s response
Intent
Date added
How to Correct or Ignore Responses
Go to the Unsatisfactory Responses tab in your BIK dashboard.
Select the response you wish to address.
To ignore, click the Ignore button. If similar responses exist, a modal will appear to select which ones to ignore.
To correct, click the Edit icon (if applicable) and select products (for "Product Details" intents).
Type the correct response in the input box and click Save.
If similar responses exist, select which ones to apply the correction to.
Check the related conversation in the helpdesk to verify the private note and correction.
In FAQs, verify whether unsatisfactory responses are being added correctly.
Once corrected, the cluster is removed from the list.
FAQs
1) What qualifies a response as "unsatisfactory"?
Responses where the AI fails to provide a relevant answer, usually stating it has no information.
2) What happens when I correct a response from the helpdesk?
It is automatically removed from the unsatisfactory tab, and a private note is added to the helpdesk conversation.
3) Will multiple FAQs be added if I select similar unsatisfactory responses and apply a correction?
No, only one FAQ will be added for all selected similar unsatisfactory responses when corrected via the Similar Unsatisfactory modal.
For further assistance or to raise feature requests related to Unsatisfactory Responses, please contact [email protected].