Tune Rian's Responses

Rian's response quality depends on two things: the strategy settings you configured during onboarding, and the content in your knowledge base. Both can be updated at any time.

Update strategy settings

Go to AI Agent > Configuration to change:

• Audience profile: who your customers are affects Rian's tone and vocabulary
• Primary language: the language Rian responds in
• Escalation topics: topics Rian should always hand off rather than attempt to answer
• Resolution definition: whether success means self-service or fast routing

Improve knowledge base coverage

The most common cause of poor responses is missing content. After each Sandbox test:

1. Note the question Rian got wrong or couldn't answer
2. Go to Storage and find the relevant category
3. Write or update an article covering that topic
4. Re-test in the Sandbox

Write better articles

Rian retrieves content by semantic similarity. Articles that match the way customers actually phrase questions perform better than formal documentation.

Tips:

• Use the customer's language, not internal jargon
• Include common variations of the same question in the article body
• Keep articles focused on one topic; split broad articles into smaller ones
• Add a clear answer in the first paragraph — Rian uses the top of the article most

Check confidence scores

In the Sandbox, a confidence score below 0.8 means Rian is uncertain. Common causes:

• No article covers the topic
• Multiple articles partially cover it (consolidate them)
• The article exists but uses different terminology than the question