You can fine-tune all the replies that your AI Agent has given autonomously to your customers when chatting in the live chat.
You cannot fine-tune on suggested replies, as they are implicitly fine-tuned before being sent to the customers.
To start fine tuning, open your AI Agent and select "Fine tuning" in the left hand menu.
Select which conversations to work on
First, click on the date interval at the top right of the screen. This will let you filter which conversations you want to work on.
Choose the date interval, which inboxes to look at, and whether to see conversations that has already been marked as completed.
Click "Apply filter" to find all the AI Chat bot conversations that matches.
Fine tune a conversations
In the conversations list on the left, you'll see all the conversations that your AI Agent has had with customers, that matches your filter.
Click on one to open it.
For each of the messages your AI Agent has sent, you can click Fine Tune. This opens a pop-up that lets you adjust this specific message.
First, give us a reason for the update. Tell us, what is wrong with the message the AI Agent wrote itself. This will help us improve future training.
Then, adjust and fine tune the message to your preferences.
Click "Save Changes" at the bottom to apply them.
Now the AI Agent's knowledge is automatically updated with your improvements, so future questions will be answered based on your fine-tuned reply.
The updates are applied to the AI Agents general knowledge, thus it will be applied to write both suggested replies and AI Chat bot replies in the future.
Mark as Completed
At the top right of the screen, just beneath the filter button, you will find two buttons.
The first one ✔️ will mark the fine tuning as done and remove it from the list. This makes it easy for you to keep an overview of all conversations that still needs to be fine tuned.
The second one 👤 will move the conversation to your Herodesk inbox for a human agent to reply, if you want you or someone from your team to manually follow up with the customer.
When converted, the conversation will be listed as "pending" and you can reply to it like any other conversation in your Herodesk.