Optimizing Your AI Agent Workflow

The Optimization Workflow connects all sections of the Analyze Tab into a structured process for continuous improvement. Analytics alone do not create value unless they are used to refine and enhance the AI Agent’s performance.

This workflow provides a practical approach to identifying issues, understanding user behavior, and making targeted improvements. It should be treated as an ongoing operational practice rather than a one-time activity.

The Optimization Workflow

1. Step 1: Evaluate Resolution Rate: Begin by reviewing the Resolution Delivery metric to understand whether the AI Agent is effectively solving user queries.

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Pro Tip

A low resolution rate is a clear signal that improvements are required, either in the knowledge base, prompt design, or conversation flow.

2. Step 2: Analyze Negative Sentiment: Next, review sentiment data to identify where users may be experiencing frustration or dissatisfaction.

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Pro Tip

Negative sentiment often highlights issues that may not be immediately visible through resolution metrics alone.

3. Step 3: Review Conversations: Open and analyze individual conversations associated with low resolution or negative sentiment.

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Pro Tip

This step provides direct visibility into how users are interacting with the AI Agent and where the experience may be breaking down.

4. Step 4: Identify Failure Points: While reviewing conversations, look for recurring patterns or issues such as:

• Insufficient or unclear source content
• Poorly structured or vague responses
• Missing data collection fields
• Incorrect sequencing of questions
• Ineffective or poorly placed calls-to-action
• Overly long or complex answers

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Pro Tip

Identifying repeated issues is critical, as these patterns indicate systemic problems rather than isolated cases.

5. Step 5: Improve Prompt and Workflow Configuration: Based on the insights gathered, refine the AI Agent by improving relevant components, including:

• Custom Goals and overall objective alignment
• AI Prompt structure and clarity
• Source data and training inputs
• Manual Q&A responses
• Trigger timing and behavior
• CTA logic

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Pro Tip

Changes should be purposeful and aligned with the identified issues.

6. Step 6: Monitor Performance Over Time: After implementing improvements, return to the Analyze Tab to measure the impact. Track changes in resolution rate, sentiment, and conversation behavior to determine whether the adjustments have improved performance.

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Pro Tip

This step completes the feedback loop and ensures that improvements are validated with real data.

Real Business Example

1. A SaaS company observes the following patterns:

• Low resolution rates for pricing-related queries
• Neutral to negative user sentiment
• Short conversations ending prematurely

2. Upon reviewing the conversations, the team identifies that the AI Agent provides vague, abstract answers rather than clear plan comparisons.
3. To address this, the team:

• adds structured manual responses for pricing queries
• improves Starter Q&A to guide users effectively
• refines the AI Prompt to focus on clarity and comparison

4. After implementing these changes and monitoring performance for two weeks, the company sees measurable improvements in both resolution rates and lead conversions in pricing discussions.

Best Practices To Follow

To ensure effective optimization:

• Always use analytics in combination with conversation review
• Focus on one meaningful improvement at a time when possible
• Establish a regular review cycle, such as weekly or monthly
• Prioritize recurring issues over isolated cases
• Validate all changes using real performance data

Our Recommendation

• The Analyze Tab should function as the foundation for continuous improvement. Successful teams do not treat chatbot deployment as a one-time task.
• Instead, they consistently monitor performance, identify issues, implement improvements, and repeat the process.

Conclusion

• A well-defined Optimization Workflow ensures that your AI Agent continues to evolve based on real user interactions.
• By systematically analyzing performance and applying targeted improvements, you can enhance user experience, increase resolution rates, and drive better business outcomes over time.

Feel free to use our chat tool on the bottom right or reach out to us at [email protected] if you have any questions, and our team can help you with a quick solution.