On the insights tab of your AI zone, if you scroll down a bit, you will find the quality control report section. The reports you generate here help you investigate whether the training sources should be improved or an FAQ item should be created. Let’s take a look at the steps you can take.
First, you will have to add some control questions along with your desired/expected answers. You can start with a couple of questions and add more as they come to mind. Tip: Ask your customer support team for suggestions as they are the experts when it comes to FAQs.
Once you’ve added some control questions and answers, you can generate a report via the Reports tab. This is also where you will find a list of your reports over time.
You can then click open report to view the generated answers and see how they compare to your control answers. Each answer receives a score which makes it easier to review at a quick glance. This way you can focus on the answers that have a low score and explore why. There will also be an explanation of the score for each answer. Below two interesting examples are highlighted.
The first one is about whether Unless offers a free trial. And while the correct answer is no, the generated answer is yes. This is likely because we used to offer free trials in the past and must have forgotten to remove some mentions to this on the website. In this case, we can click the i icon for information, see the sources that were used to generate this answer, and update it. We can then re-run the report and see if the score improves.
The second highlighted example is one where the generated answer is correct but it happens to contain additional information when compared to the control answer. However, the extra information is still correct so the score remains high at a 7/10.
That’s all you need to know, time to add some questions and generate a report!