Training Your AI

Training Your AI

With your knowledge base imported, it is time to fine-tune how the AI responds to customers.

Setting the AI Persona

Navigate to Settings > AI Configuration and define:

Name — Give your AI a name customers will see (e.g., "Bee" or "Support Assistant").

Tone — Choose from presets or write custom instructions:

• "Be friendly but concise. Use simple language. Avoid jargon."
• "Match a professional tone suitable for enterprise clients."

Response Length — Set preferred response length. Shorter responses resolve faster; longer ones feel more thorough.

Configuring Behavior Rules

Set guardrails for the AI:

• Topics to avoid — Competitors, pricing negotiations, legal advice
• Mandatory escalation triggers — Angry customers, refund requests over a threshold, security issues
• Required information — Always ask for order number before processing returns

Confidence Threshold Tuning

The confidence threshold determines when the AI responds vs. escalates:

Threshold	Behavior	Best For
0.85+	Conservative — escalates often	Sensitive industries (finance, healthcare)
0.70	Balanced — recommended starting point	Most teams
0.55	Aggressive — answers more questions	High-volume, low-risk support

Start at 0.70 and adjust based on your first week of data.

Testing With Real Scenarios

Before going live, test with actual customer questions:

1. Open the AI Playground in your dashboard
2. Paste 10-15 real customer messages from recent tickets
3. Review each AI response for accuracy and tone
4. Adjust knowledge base articles or behavior rules where needed

Feedback Loop Setup

Enable the feedback system so customers can rate AI responses:

• Thumbs up/down on each response
• Optional text feedback
• Automatic flagging of negative-rated conversations for review

This data feeds directly into improving the AI over time.

Pre-Launch Checklist

• AI persona name and tone configured
• Behavior rules and guardrails set
• Confidence threshold chosen
• 10+ real scenarios tested successfully
• Feedback system enabled

Next up: Going live with your AI support.