Chat Corrections
Corrections give you the opportunity to provide additional training to your AI agent regarding specific questions that are not answered in your knowledge base.
How corrections work
Corrections work by building additional Q&A entries on top of what you already have on your website knowledge.
Whenever you create a correction, a new entry is added to the knowledge base in a Question and Answer format, for example
Q: Do you ship to Australia A: Yes, we ship to Australia via DHL in 3-5 days
The next time someone asks something about shipping to Australia, Zipchat will see the Q&A you just created.
When to use corrections
Corrections should be used when you're adding missing information to the knowledge base. They work great to improve a response that relies on the knowledge of the AI agent ( instead of its behaviour or actions )
When corrections don't work
There are two major limitations of corrections
Trying to modify the AI agent's behaviour
Corrections are only loaded when Zipchat does an "information search", but don't work for other AI tools like "Order tracking", "Escalate conversation", etc..
If you're trying to teach Zipchat how they should behave when someone asks for their order information ( for example ), that won't work - Zipchat won't even look for information.
Instead, you should modify the additional instructions of the AI agent from AI training / Prompt & Tools
As a rule of thumb:
Use corrections when you want to change what Zipchat knows
Use prompting/instructions when you want to change what Zipchat does
Conflicting information
You may create a correction, but if there's conflicting information on your website ( or in another correction ), the AI agent might be confused
If you're making corrections but not getting an improved response, it's a good idea to check
Your existing corrections -> are there other corrections that say the opposite?
Check if some of your web pages have outdated info
Why Chat Corrections Matter
Smarter Over Time Every correction you make teaches the AI something new. Over time, these adjustments create a feedback loop, making your chatbot more accurate and aligned with your business goals.
Tailored to Your Business No two businesses are the same, and generic responses don’t always work. Chat Corrections let you tweak answers to match your tone, provide detailed information, or fix inaccuracies—making the chatbot feel like a true extension of your team.
Better Customer Experience By refining responses, your customers get the most accurate and helpful information. This leads to happier customers, more conversions, and repeat business.
Quick and Easy Adjustments No waiting for tech updates or support help. You can make changes in real-time, saving time and staying agile as your business evolves.
How to Use Chat Corrections
Monitor Chats Regularly Review conversations to spot any inaccurate or off-brand responses. You can do it from Conversations.
Provide Instant Feedback When you find a mistake or want to improve a reply, correct it directly. Update the content or language to better fit your needs.
Set Expiry Dates (Optional) For time-sensitive corrections, like promotions or out-of-stock updates, you can set an expiry date. The AI will "forget" the correction once it’s no longer relevant.
Manage All Corrections From the corrections section, view all your adjustments. Edit, delete, or set/remove expiry dates easily to keep everything up to date.
Take Charge of Your Chatbot
With Chat Corrections, you can make your Zipchat AI smarter, faster, and better every day. Fine-tune its responses to match your brand, enhance customer interactions, and deliver a truly superior experience—all with a tool that’s simple to use and incredibly powerful. 🚀
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