Optimizing your AI agent performance

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<p id="docs-hc-snippet" style="display: none;">Optimize the performance of your AI agent by using analytics to identify opportunities for improvement and by building smarter dialogues.</p>
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<p class="p">Optimize the performance of your AI agent by using analytics to identify opportunities for
improvement and by building smarter dialogues. </p>
<div class="p">This article covers the following topics:<ul class="ul" id="performance_optimizing__ul_fkt_wwg_p2c">
<li class="li"><a class="xref" href="#topic_lvj_zlg_p2c">Using analytics to improve the AI
model</a></li>
<li class="li"><a class="xref" href="#topic_imm_ylg_p2c">Using smarter dialogues to improve user
experience</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lvj_zlg_p2c">
<h2 class="title topictitle2" id="ariaid-title2">Using analytics to improve the AI model</h2>
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<p class="p">Use analytics to learn where you can improve AI agent understanding and the deflection
rate. </p>
<div class="p">This section covers the following topics:<ul class="ul" id="topic_lvj_zlg_p2c__ul_eyx_pxg_p2c">
<li class="li"><a class="xref" href="#topic_rj4_1mg_p2c">Improving deflection rate</a></li>
<li class="li"><a class="xref" href="#id_pzd_f44_wfc">Reviewing other key metrics</a></li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_rj4_1mg_p2c">
<h3 class="title topictitle3" id="ariaid-title3">Improving deflection rate</h3>
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<p class="p">Any conversation that doesn’t end in escalation is considered deflected. Review
conversations that were not deflected and take steps to improve your deflection rate.</p>
<div class="p">Read through <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a> to see how well your dialogues
work, looking for the following:<ul class="ul" id="topic_rj4_1mg_p2c__ul_ykg_5n4_wfc">
<li class="li" dir="ltr">
<strong class="ph b">Broken dialogues</strong>: A user might break a dialogue by not using the buttons provided,
or by asking about their order number in the middle of the escalation flow. Consider
including free text to guide users through the flow. </li>
<li class="li" dir="ltr">
<strong class="ph b">Misunderstanding instructions</strong>: Users generally don’t always read
long messages. Consider making the message shorter and easier to follow.
</li>
<li class="li" dir="ltr">
<strong class="ph b">Missing information</strong>: The user may lack key information to help
them through the flow. In that case, think about what a live agent would do and add
as much of that information in the dialogue as possible.
</li>
</ul>
Take the following actions to improve deflection:<ul class="ul" id="topic_rj4_1mg_p2c__ul_zkg_5n4_wfc">
<li class="li" dir="ltr">
<strong class="ph b">Adjust the default reply:</strong> Manage expectations and guide users through flows.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">About system replies for AI agents</a>. </li>
<li class="li" dir="ltr">
<strong class="ph b">Use content coverage analysis:</strong> Identify potential new use cases that can be
automated. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758759322" target="_blank">Performing content coverage analysis</a>. </li>
<li class="li" dir="ltr">
<strong class="ph b">Use an API integration:</strong> Identify suitable use cases for an API
integration to automate more conversations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756827674" target="_blank">Preparing to create a custom integration</a>.
</li>
</ul>
After taking steps to improve your deflection rate, review <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756466586" target="_blank">resolution states</a> as another way to improve your AI agent
performance. Filter conversation logs by custom resolution to review escalated and
unresolved conversations. Look for trends over time.</div>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="id_pzd_f44_wfc">
<h2 class="title topictitle2" id="ariaid-title4">Reviewing other key metrics</h2>
<div class="body">
<div class="p">In the left sidebar of the AI agent, click Reporting for additional key metrics. To
optimize the AI agent’s performance, focus on the following metrics:<ul class="ul" id="id_pzd_f44_wfc__ul_ggm_g44_wfc">
<li class="li" dir="ltr">Total conversations as compared to Understood conversations</li>
<li class="li" dir="ltr">Assisted conversations and Handled conversations as compared to Escalated
conversations</li>
<li class="li" dir="ltr">Automated resolutions</li>
</ul>
For more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">Analyzing AI agent performance with the Reporting
dashboard</a>.</div>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_imm_ylg_p2c">
<h2 class="title topictitle2" id="ariaid-title5">Using smarter dialogues to improve user experience</h2>
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<div class="p">Use the following tools to create smarter dialogues and improve your customers’ experience
with the AI agent:<ul class="ul" id="topic_imm_ylg_p2c__ul_kx2_l44_wfc">
<li class="li" dir="ltr">
<strong class="ph b">Backend integrations</strong>: Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442" target="_blank">backend integrations</a> where possible to fetch data that the AI
agent can provide to users. </li>
<li class="li" dir="ltr">
<strong class="ph b">Conditional blocks</strong>: Use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357733406234" target="_blank">conditional blocks</a> to jump into another flow based on certain
keywords. This provides a more streamlined conversation before escalation if the user
has been through the flow before. </li>
<li class="li" dir="ltr">
<strong class="ph b">Escalation templates:</strong> Streamline replies by managing the escalation
process in one centralized <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">template</a>, rather than in each specific flow. Set <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749686554" target="_blank">operating hours</a> to manage expectations and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756604186" target="_blank">escalate</a> appropriately. </li>
<li class="li" dir="ltr">
<strong class="ph b">A/B testing</strong>: Use A/B testing to optimize dialogue flows with
data-driven decisions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758896410" target="_blank">Performing A/B
testing for AI agents</a>. </li>
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