How to improve AI responses (best practices)

If the AI isn't responding as you'd like, the solution is almost always in the knowledge base and agent settings:

- Complete the knowledge base: add the topics the AI couldn't answer.
- Adjust the tone of voice in Settings → AI Agent → Identity (formal, friendly, technical, empathetic or neutral), according to your company's style.
- Review the automated messages (welcome, transfer, fallback) to reflect your brand.
- Define clearly when the AI should escalate to a human.

Small adjustments to the base and settings often have a big impact on the perceived quality of support.