Testing and Training Your AI Ensuring Accurate Customer Interactions

Testing and Training Your AI: Ensuring Accurate Customer Interactions

What is the Test & Train Page? The Test & Train page allows you to evaluate how your AI responds to customer questions and make corrections when needed. This essential tool helps you refine your AI's knowledge and behavior to ensure it accurately represents your brand and provides helpful information to your

customers. How to Test Your AI Test Your Concierge Type any question in the chat interface to see how your AI would respond to a customer

1. Use the preset example questions for quick testing:
2. "Tell me about your store"

"What is the shipping policy?" "What products do you sell?" Click "Show more" to reveal additional example questions

1. Review the AI's response to evaluate its accuracy and tone
2. Click "Reset test" to clear the conversation and start fresh
3. Testing Best Practices

Test questions your customers commonly ask Try variations of the same question to ensure consistent answers Test both simple and complex queries Verify that product information, policies, and brand messaging are accurate Check that the AI's tone matches your brand's personality settings How to Train Your AI

If your AI provides incorrect or incomplete information, you have some options to improve its

responses

Add Custom FAQs Click the "+ Add FAQs" button

1. Enter a customer question exactly as they might ask it
2. Provide the ideal answer you want your AI to give
3. Save the FAQ to teach your AI this specific response
4. Test the same question again to verify the AI now answers correctly
5. Provide Additional AI Instructions

Scroll to the "AI instructions" section

1. Enter clear guidelines for how your AI should handle certain topics or questions
2. Test related questions to ensure your instructions are being applied
3. Effective Training Strategies

Writing Effective FAQs Use natural language that matches how customers actually ask questions Include variations of common questions (e.g., "Do you ship internationally?" and "What countries do you ship to?") Provide comprehensive answers that address the core question Group related FAQs together for better context

Prioritize adding FAQs for your most common customer inquiries Creating Clear AI Instructions Focus on general behavior guidance rather than specific questions Specify important information that should always be mentioned Clarify how to handle sensitive topics or common misunderstandings Update instructions as you notice patterns in AI responses that need improvement

Understanding Response Sources and Corrections The test interface offers several important features to help you understand and improve your

AI's responses

Sources button: Click the "Sources" dropdown to see where your AI is getting its information

1. from. This may include:

Links to your website pages and collections Training documentation Correct the AI button: If the AI provides incorrect information, click the "Correct the AI"

1. button to:

Create a custom FAQ for this specific question Provide the correct answer you want your AI to give Override incorrect responses with accurate information How to Correct Your AI

When you click "Correct the AI" button

You'll see the original question and incorrect answer

1. Enter the correct answer your AI should provide
2. Save your correction as a custom FAQ
3. This correction will override any conflicting information for this specific question
4. Test the same question again to verify the correction is working
5. This direct correction method is the fastest way to fix specific inaccuracies without changing

your broader AI instructions. Troubleshooting AI not applying new FAQs: Sometimes it takes a few seconds for new FAQs to be fully processed. Try testing again after a short wait. Instructions seem diluted: The more detailed and clear your instructions, the better your AI can prioritize them among all the information it processes.

• Competing information sources: If your AI seems confused, check if your website content

contradicts your instructions or if different skill sections have conflicting guidance. Fine-tuning is normal: Like training a new team member, your AI might need several rounds of feedback and refinement to fully align with your expectations. Multiple training methods working together: Remember that AI personality settings, FAQs,

and instructions all work together to shape your AI's responses. Best Practices for Ongoing AI Improvement Test your AI regularly, especially after adding new products or changing policies Review customer conversations to identify opportunities for improvement Add new FAQs based on actual customer interactions

Update instructions to address any recurring issues Balance being comprehensive with being concise in your training