Preview: Training your AI agent
THIS ARTICLE IS IN PREVIEW FOR OUR UPCOMING AI AGENT FEATURES.
Your AI agent learns from different types of data to effectively answer customer queries. You can see all the data AI
has access to by navigating to AI agent -> Knowledge sources (requires admin rights).
The AI agent uses these sources to dynamically understand and respond to customer questions.
AI training responses
Responses you can save from good human-agent interactions.
These provide the AI agent with examples of how to handle various customer questions, improving its ability to respond
effectively.
How to add an AI training response
You can find an "Add AI training response" button by hovering over any message sent by a human agent.
It opens a popup where you can edit the response (it is automatically polished by AI) and save it to your knowledge
library.
In Playground, you will see a "Revise answer" button when you hover over any message sent by the AI agent.
You can give AI the expected correct response and save it to the training responses:
Other knowledge types AI has access to:
- Canned responses: your saved pre-written response templates your support team regularly uses.
- Help articles: Information directly from your help center.
- Shopify data: Information from your Shopify store’s pages and products.
Intent rules
Intent rules give your AI agent specific, pre-defined responses and actions when it recognizes certain customer requests
or scenarios:
- For example, if a customer asks about a refund, your AI agent can automatically provide your pre-written refund
instructions.
- You can also define specific actions like assigning conversations to particular agents, adding labels, or
automatically resolving issues.
- Regularly updating these intent rules helps your AI agent handle common requests efficiently, saving your team
valuable time.
How to edit intent rules:
You can also add actions to intent rules, similarly to automations, and instruct AI when certain actions should be
executed:
Debugging AI responses
Hover over any AI-generated response and click </> View prompt & knowledge used to see all the information and context
the AI agent considered.
Managing your AI training data
You can manually enable or disable specific data sources. Disable outdated or irrelevant content to ensure your AI agent
provides accurate responses.
Best practices:
- Regularly audit canned responses, help articles, and response examples.
- Spend time on Playground testing how the agent responds to different queries
- Clearly define intent rules for frequent customer inquiries.
- Add AI training responses to give additional context and improve your AI agent's replies.
Following these guidelines ensures your AI agent delivers accurate, helpful, and consistent customer support.