Monitor and Fine-tune
    • 06 Jun 2024
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    Monitor and Fine-tune

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    Article summary

    Refine and validate AI Chatbot Q&A Sets for improved accuracy and quality, providing control and visibility into the value and effectiveness of the AI Chatbot.

    The AI Chatbot "Monitor and Fine-tune" feature enables AI Admins to refine and validate AI Chatbot Q&A Sets for improved accuracy and quality, providing control and visibility into the value, user satisfaction, and overall effectiveness of the AI Chatbot.


    SysAid Copilot license with AI Chatbot feature enabled

    This document describes how to:

    • Monitor AI Chatbot Q&A Sets

    • Verify Q&A Set Relevance

    Access Monitor & Fine-tune

    settings to general dropdown

    Navigate to the Monitor and Fine Tune Table by clicking the Settings (cogwheel) icon on the left-hand sidebar of the AI Chatbot screen, and clicking Monitor & Fine Tune.

    Monitor AI Chatbot answers

    monitor ft cropped

    The Monitor and Fine-tune Table displays a list of all previous AI Chatbot Q&A Sets (both Query and Answer) as well as the AI Chatbot metadata (Quality Score and Verification).

    To open a Q&A Set’s complete content and metadata, click on any record in the table and the Q&A Set’s drawer will expand from the right-hand side.

    This is where you’ll see the following:





    SysAdmin can verify whether a Q&A Set is sufficient/relevant to the user query, and should be prioritized for recurring use in future queries

    Select “Submit Fine-tuned Answer” or “Clear from List”

    Quality Score

    Answer’s ‘score’; measured in percentage on a scale, based on the following parameters:

    • How much context was covered from the AI Chatbot’s Data Pool

    • Was the answer self-servable (user doesn’t require further assistance)?

    • Did the user need to submit a Service Record after the conversation?

    • End user ranking (thumbs up/thumbs down)

    Hover over Quality Score chip to view the individual parameter rankings

    Q&A Set

    The Query and Answer texts in the AI Chatbot Conversation

    Click on text to edit

    User Ranking

    Whether the user clicked “Thumbs Up” or “Thumbs Down” and provided AI Chatbot feedback

    Hover over chip in the Verification Drawer to read what user typed in the “Submit feedback” input field


    • The “Unattended” label in the Query Drawer indicates that the Query has not been marked as “Verified” or as “Irrelevant”

    • The “AI Editor” AI bubble appears when the AI Admin clicks on the User Query or Answer texts

    Search, filter or sort the Table 

    filter and sort table

    You can search, filter, or sort the Monitor and Fine-tune table by the Q&A Set record’s Verification status:

    • Unattended (default)

    • Verified

    • Irrelevant

    • All Entries (no filter)

    Filtering the table allows you to narrow down the displayed records so that you can monitor the most relevant conversations.

    You can also sort the table by Column, to view the table records according to your desired hierarchy.

    Verify Q&A Set Relevance

    AI Admins can edit, verify and submit AI Chatbot Answers, or alternatively, mark it as Irrelevant.

    Verified Answers

    Verified answers can be modified and re-verified

    Read User Ranking & Textual Feedback

    textual feedback cropped(1)

    AI Admins can gauge User Satisfaction with the AI Chatbot’s Answer to each Question when the End User:

    • Clicks either “Thumbs Up” or “Thumbs Down” (that appears to the right of each AI Chatbot Answer)

    • Provides textual feedback in the “Please share your feedback” lightbox that appears after clicking “Thumbs Up” or “Thumbs Down”

    The ‘Thumb Up'/’Thumbs Down’ activity appears in:

    • Verification Drawer for all Chat threads that a user ranked with ‘Thumbs Up’/’Thumbs Down’

    • Monitor & Fine Tune table

    • Expanded Quality Score view (appears upon hovering over Quality Score chip)

    The textual feedback appears in a text bubble that appears upon hovering over the Verification Drawer’s User Feedback chip.

    End User Response Rating in AI Chatbot via Microsoft Teams

    AI Chatbot via Microsoft Teams Users have the option to rate the AI Chatbot’s answers directly from the Chat by clicking Thumbs Up or Thumbs Down.

    This activity appears in the Monitor & Fine-Tune Table and in each Chat’s Verification Drawer.

    Modify AI Chatbot Queries & Answers

    AI Admins can modify (fine-tune) Q&A Sets while reviewing them. Modifying the Q&A Set before clicking “Submit Fine-tuned Answer” allows you to improve its content before it’s incorporated in the AI Chatbot Data Pool.

    To modify an AI Chatbot Q&A, click over the content’s text area and change the desired text, with the option of using the “AI Author” AI bubble.

    Fine-tuned Answers

    Answers marked as “Fine-tuned” are submitted to the Data Pool so that it knows to prioritize the Answer content over others for future user queries.

    To verify an Answer, select “Submit Verified Answer” at the bottom of the conversation’s drawer. The Answer’s record will then be indicated as Verified in the Table and appear in the ‘Verified’ table view.

    Mark as Irrelevant

    AI Admins can mark AI Chatbot Q&A Sets as Irrelevant, which will: 

    • Add it to the “Irrelevant” Table View

    • Remove that Set from: 

      • AI Chatbot Data Pool

      • “Unattended” Table View

    To mark an Answer as Irrelevant, select “Mark as Irrelevant” at the bottom of the Q&A Set’s drawer.

    What's Next