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Comm100 Support > AI & Automation > AI Agent > AI Agent
How Does AI Agent Learning Work

AI Agent's capability evolves in its practical usage. When the AI Agent cannot provide an answer by matching a Topic or retrieving Knowledge content, or when visitors give a thumbs-down to an answer, these questions are collected in the Learning section. The Learning now includes both Unanswered Questions and Thumbs Down Answers. Unanswered Questions are automatically grouped into Question Groups based on similarity, allowing you to train the AI Agent more efficiently by acting on groups rather than individual questions.

 

Unanswered Questions

To add the unrecognized visitor question group as a new Topic or Snippet, follow these steps:

  1. Log in to the Comm100 Control Panel. 
  2. From the left navigation menu, go to AI & Automation > AI Agent > Learning. If you have multiple AI Agents, make sure to choose the correct one from the drop-down list.
    learning-menu-arrow.jpeg
  3. Click Unanswered Questions.
    Unanswered Questions.png
  4. On the Unanswered Question Groups page, click the plus icon of the question group you want the AI Agent to learn. A New Topic / Snippet drawer appears from the right.
    Unanswered Question Groups.png
  5. On the New Topic / Snippet drawer, choose Topic or Snippet, and enter the topic or snippet answer in the Answer text box.
    New Topic or Snippet.png
    • Add the question group to a new Topic
      The question group is used as both the Name and the Common customer question of the new topic. The answer you enter becomes the first action in the topic's workflow.
    • Add the question group to a new Snippet
      The question group is used as the Title and the Common customer question of the snippet, and you enter the snippet content.

After a question group is added to a Topic or Snippet, it is removed from the list. You can find it under the Topic list or Knowledge list.

Note: 
  • You can click the number in the Questions column to view the original visitor questions. If any question does not belong in the group, you may move it to another relevant group, create a new group, or delete it if it should not be learned.
    Original Visitor Questions.png
  • For question groups you do not need the AI Agent to learn, click Delete in the Operations column.
  • For question groups that are irrelevant to your business or services, likely coming from unintended visitors, click Mark as out of scope in the Operations column.

 

Thumbs Down Answers 

This page lists all answers that customers marked as thumbs down during chat conversations. You can view the original customer question, the AI Agent's answer, and the communication thread to understand the context and why the answer may have been unhelpful.

After reviewing and optimizing the related topic or snippet, you can delete the item from the list to keep it organized.

By regularly reviewing Question Groups and Thumbs Down Answers, you help your AI Agent better understand customer intent and continuously improve the quality and accuracy of its responses.