How to Test the AI Agent

Re:amaze allows you to test how your AI Agent responds to customer questions using your current AI settings and knowledge sources.

The Test AI Agent tab includes a test chat window where you can test customer messages and review the AI Agent's responses before customers interact with it directly. The chat window also includes example questions to help you get started.

You can continue the conversation with follow-up questions to see how the AI Agent responds across multiple messages and how it handles the full context of a customer interaction. No real customer messages are sent when using the Test AI Agent tool.

To locate the Test AI Agent tab:

1. Go to Settings > AI Settings.
2. Select the Test AI Agent tab.
3. If you manage multiple brands, use the brand dropdown at the top of the page to select the brand you want to test.

Test AI Agent responses

After submitting a message, the Response Details panel displays the conversation outcome. If the AI Agent generated a response using one or more knowledge sources, those sources will be listed here.

Possible outcomes include:

• Answered – The AI Agent successfully answered the question.
• Escalated – The AI Agent could not answer the question and escalated it to a human agent.
• Resolved – The AI Agent determined that the customer's question was answered and the conversation was resolved.
• Failed – The response could not be completed. This may occur if response generation fails or if the conversation exceeds the maximum number of turns.

The response also displays the number of sources used to generate the answer. The Knowledge Sources panel lists the specific sources referenced by the AI Agent, which may include help center articles, response templates, custom AI context, or external URLs.

Select a source to open it directly. This can be helpful when reviewing or updating content that influenced the AI Agent's response.

To clear the current test conversation and start over, select the trash can icon in the upper-right corner of the conversation window.