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Solving Low Confidence Issues for L1 Agents

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

  1. Understand The Language: Analyze common phrases and keywords used to improve the matching accuracy.
  2. Monitor and Refine: Continuously monitor the bot’s performance and make adjustments to the confidence score as needed.
  3. 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.