Kayako Does Not Generate AI Response? Learn How to Solve Low Confidence Issues!
The confidence score in Kayako allows you to fine-tune how your bot interprets user messages. Whenever a user types a message, Kayako analyzes its accuracy and pairs it with the most relevant interaction. This accuracy is quantified as a matching score—the higher the score, the better the match.
How Confidence Scores Work
The confidence score settings influence both Keywords and Machine Learning matching systems. It acts as a threshold to determine the minimum acceptable matching score needed to trigger a bot response. If the matching score falls below this threshold, Kayako has lower confidence in its reply.
By setting the confidence score correctly, you can ensure a smooth and effortless chatting experience for your users.
How to Optimize Confidence Scores
- Understand The Language: Analyze common phrases and keywords used to improve the matching accuracy.
- Monitor and Refine: Continuously monitor the bot’s performance and make adjustments to the confidence score as needed.
- FAQ and Knowledge Base Refinement: Regularly update and refine your FAQ and knowledge base to ensure the bot has access to the most accurate and up-to-date information.
By fine-tuning the confidence score, you can enhance the accuracy of your bot’s responses and provide a seamless user experience.
Watch our tutorial video to see how you can adjust the confidence score settings in Kayako and start delivering better support today! Start your free trial here.