Knowledge Improvement Review
The AI voice agent does not learn on its own. Managers review conversations, decide what the correct answer is, and publish approved knowledge.
How improvements reach the AI
Human-controlled, auditable and reversible
Past Conversation
Escalated or unresolved
Manager Review
Listen & read transcript
Knowledge Gap Identified
Missing or unclear answer
Knowledge Base Updated
Draft written & reviewed
Approved Knowledge Available to AI
Published only
Recent conversations requiring review
Customer question
“Can my Celestial ring be resized after purchase?”
AI outcome
Human Escalated
Reason
No sufficiently relevant approved knowledge found.
Customer question
“What is today's gold rate and my savings balance?”
AI outcome
Human Escalated
Reason
Account-specific balances are intentionally not answered by the AI.
Customer question
“My pendant stone is loose — what happens next?”
AI outcome
Freshservice Created
Reason
Customers frequently ask for expected inspection turnaround, which is not documented.