🤷‍♀️ What If Siena Doesn’t Know the Answer?

When interacting with Siena, there may be instances where the AI does not know the answer to a customer’s query. Understanding how Siena handles these situations can help you optimize the AI’s performance and enhance the overall customer experience. Here’s a breakdown of what happens when Siena encounters an unknown question:

Scenarios When Siena Doesn’t Know the Answer

1. No Intent Detected:
   • If Siena cannot detect any intent from the customer’s input, it will not respond. This typically occurs when the input is too ambiguous or lacks context.
   
   
2. Intent Detected but Lacks Information:
   • Response Generation: When Siena detects an intent but does not have sufficient information to provide a relevant answer, it will still generate a response. This is due to the AI model’s design, which aims to respond whenever data is available, even if it’s not entirely relevant.
   • AutoQA Feature: If the generated response is not relevant or does not fully address the customer’s question, the AutoQA feature will trigger. Siena will then inform the customer that the query needs to be escalated or routed to a support team member for further assistance.
   
   
3. Intent with “Skip Response” Action:
   • In specific cases where the detected intent is configured with a “skip response” action, Siena will not respond. This setup helps manage scenarios where no suitable automated response is available, avoiding irrelevant or incorrect information.

Best Practices for Minimizing Routing Instances

To reduce the frequency of escalations and ensure more accurate responses, consider the following best practices:

• Continuous Fine-Tuning: Regularly update and refine your AI’s data and automations. Adding more specific and comprehensive data helps Siena make better-informed responses.
• Training Data Expansion: The effectiveness of Siena’s responses heavily relies on the quality and quantity of data it is trained on. Providing extensive and varied data will significantly improve the AI’s ability to handle diverse queries.

Siena is designed to handle customer queries efficiently, but it requires a robust data set to maximize its potential. By continuously fine-tuning the AI and expanding its training data, you can enhance Siena’s performance, minimize the need for escalations, and provide a smoother customer experience.

For any further assistance or inquiries, please do not hesitate to reach out to our Customer Support team. We are here to help!