Automation troubleshooting – Siena AI

Question: Why didn’t Siena automate a conversation?
- Answer: If you see a message not automated then there should be a configuration setting that may cause this. We have a tooltip that shows for not automated messages. If you hover over you can see brief info on why messages are not automated. Another reason could also be that automation doesn’t exist or isn’t enabled in the library.

Question: How to deal with misclassified intent?
- Answer: Siena misclassifies intents usually because of these two reasons: knowledge gap (no existing automation for the user's inquiry); or we need to fine-tune the existing automations. Below are the solutions:
  • Create new relevant automations to fill in the knowledge gap
  • If you already have an existing automation for it, fine-tune the automation name. Make sure to test it in the Playground after updating the name.
  • Additional steps, check for possible duplicate automations and disable them.
Question: I created multiple automations but Siena still sent the wrong reply. How can we fix this?
- Answer: First, check if the correct intents were detected. You can review this in the Siena inbox. If at least one of the detected intents was correct, check the data and ensure that you add all the necessary information that Siena needs to know about that specific automation or topic. The most common reason for hallucinations is due to a lack of data, so make sure to fill in the knowledge gaps.
  If all the detected intents are incorrect, check if you have an existing automation/intent for the customer's question. If yes, fine-tune that automation and conduct the necessary testing in the Playground. If not, you should create a new one. Don't forget to test it in the Playground using the actual message of the customer.
Question: Why Siena would so quickly offer a return in an interaction?
- Answer: Adding an instruction like below for the Persona that handles emails would help:
  If a customer requests refunds, replacements, or returns, never offer anything. Instead, route to the team.
  Basically adding an instruction that tells the Persona how to handle those instances.
Question: How do I make the persona stop signing off with its name? We don't want any sign-off
- Answer: You can try adding instructions “Never sign off” in the Persona settings. Using the words “never” and “always” enforce the model's following instructions.
Question: Siena closed the ticket where it shouldn’t and my team couldn’t get back to a customer in time. What should I do?
- Answer: Siena closes the tickets as default behavior and the solution for this is to:
  • Go to that specific automation you wish to always keep open.
  • Add the action “Update conversation status” under “Actions”
  • Select “Open” & Save.

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