AI Chatbot send new reaction to customer

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1

Is there a way to resend a new message to the client if the assistant has given a wrong / or incorrect answer. In my case he given the wrong repare fix for concrete floor instead of a plastic floor.
Client reads that and gonne by the wrong one???

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In the first few weeks of training our Chatbot, we did have a few incorrect answers that could have led a customer to buy the wrong product.

In our case, these usually happened with “edge case” questions — where the customer’s wording was unexpected or overly vague, so the bot misunderstood the intent.

When that happened, our first step was to edit the training documents and test the same question in the Chatbot editor until the answer was correct.

We also identified certain situations where the bot shouldn’t recommend any product at all, but should instead direct the customer to live support. Adding those few “forbidden cases“ to the Instructions field helped ensure they weren’t missed.

We’re fortunate that our orders are distinctive enough that we can usually spot when a customer might have been given the wrong advice, and follow up with them directly to correct it.

After about a month of fine-tuning, these problems have become rare. But catching and fixing them early made a big difference.

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@paintproductions, hi :waving_hand:

So thankful for your insights, @Paul_D! Your message will help a lot of people in the long run, I’m sure of it :smiling_face:

To add to the useful instruction above, I wanted to mention that we have an extensive topic on the AI Chatbot training on our Forum: Basic Tips For Your AI Chatbot Instruction. Feel free to check it out as well, as I feel that the setting up the assistant right is the key to success.

As for the original question, I think there’s no automation that allows to resend an answer to the client for now. However, you can totally reach out to the client yourself! For that, you’ll need:

  1. Turn on the Collect User Details setting in the Behavior section of the Training tab.
  2. Turn on the Send Chat History to Email setting in the Settings tab.
  3. If you notice that the Chatbot answers wrong, you can send a follow-up email to the address provided by the client.

Please let me know if it helped. I’ll be also glad to answer any remaining questions :raising_hands: