Testing the AI agent with letters or random words returns an unexpected answer

Question

Why doesn't the AI agent generate a correct response when I type pophjkukighk, abc, or T?

Answer

Zendesk recommends using a greeting message generated by the AI agent to inform users how to search for information effectively. This proactive approach enhances the user experience and ensures users understand the best practices for utilizing the AI agent's capabilities.

It is important to understand that the AI agent is not designed to process random words or single letters. This limitation can affect the AI agent's functionality, leading to incorrect answers, irrelevant articles, or unexpected behavior. When users input vague or incomplete queries, the AI agent may struggle to generate meaningful responses, which can frustrate users and undermine their trust in the system.

Furthermore, during the AI agent's testing phase, it is essential to conduct tests that accurately reflect the actual search behavior of end users. Instead of trying to anticipate and control every possible text input that could be entered into the widget composer, testers should concentrate on realistic scenarios that users are likely to encounter. This approach will help ensure the AI agent performs effectively in real-world situations, resulting in a more positive user experience.

For more information, see these articles:

Creating an AI agent to automatically resolve customer issues

Testing the end user's messaging experience

Note: This functionality is part of AI agents - Essential.