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Tips for resolving common errors in AI Agents

This article covers common AI Agent issues and offers quick tips on how to tackle them, helping you get more accurate and helpful responses.

We have divided the tips and instructions in the following three categories:
Conversation Flow: how the AI Agent carries the conversation and handles escalation rules.
Content Relevance and Accuracy: how well the AI Agentunderstands questions and how it answers with the right content.
Response format: how the AI Agentpresents information,  in terms of for example language and formatting.

Conversation Flow

The chat is closed when only the AI Agent is available and humans are offline

AI Agent have access to chats only in rooms that have been assigned to them in the AI Persona's settings in the AI Agent UI . For the AI to chat in these rooms by itself, it also needs to be added to the router for the room.  To check or edit the router, please visit our Routers-guide. 
If the room has been assigned to the AI Agent in the AI Agent app and it has been added to the router, the final step is to check that the "Hide chat if only AI Agents  are online" in room settings (Settings → Rooms → Choose room → Chat settings) is not selected. 

My AI Agent escalates conversations to human agents too easily    

We recommend to preferably build  the transfer logic in your Q&As - you can even have a separate Q&A just for questions that should always be escalated to humans.  The confidence level threshold for the Q&As can be fairly low, i.e. 30-40%. If you want to use Fallback-answers to escalate chats to humans, use very specific instructions on when a transfer should happen. Try to tell the AI what to do, instead of what not to do.

My AI Agent is not escalating conversations to Human Agents when it should    

First, look up the conversation in the "Chat log" tab and see where (which Q&A for example) the question matched.  If there is a "Transfer to human" Q&A, consider adding more questions to it and/or lowering it's confidence level threshold. If transferring happens through a Fallback-answer and the question matched that, improve your Fallback-instructions. Try to tell the AI what to do, instead of what not to do.
If the question matched a completely wrong Q&A and the transfer to human happens in the Fallback-answer, we advice you to create a separate "Transfer to human" Q&A for this topic to have it match this new Q&A in the future. If there's other topics you want to always escalate to a human, you can list these in your new "Transfer to human" Q&A. 

My AI Agent answers the visitor's message twice, with a duplicate answer

Look up the conversation and message in question from the "Chat log" tab and check where the answer is coming from; which Q&A did it for example match. After this, check if there are any empty or duplicate answers added in that Q&A and remove those.

 

Content Relevance and Accuracy

My AI Agent answers irrelevant topics

Clarify in the general AI instructions and in the fallback answer what the AI Agent can answer and give instructions what to do instead of answering, when irrelevant questions are asked.

My AI Agent is hallucinating links

In the general AI instructions, state clearly that it can only give out links to visitors that it finds from its own databases.
It is also worth checking from "Chat logs" where the answer (with the link) had matched and consider editing the instructions of for example that Q&A too. If there are Q&A answer instructions with many different links, those instructions can cause the AI Agent to hallucinate similar links, that are not real. 

My AI Agent's answer is matching the wrong Q&A

When you've identified the Q&A that was used in the answer, first check that it does not have any half cut sentences. You can then add more questions to the Q&A, to increase it's probability of matching with new similar questions.  You can also consider increasing the confidence level of the Q&A, if it was low to start with. 

Response format

My AI Agent's answers are too long

Instruct or modify the desired answer length in the general AI instructions. The AI does not really understand lines, it is better to set the limit to for example 3-5 sentences or 200-400 characters.

My AI Agent is answering in the wrong language

In the general AI instructions, define which language(s) your AI Agent should use.
For example: "You communicate in Spanish and English. If the visitor writes to you in English, you must also speak English. If they write in Spanish, speak Spanish. If the visitor uses any other language, you should use English."