Measure and improve

Using the Inbox to act on what needs your judgment

The Inbox is a powerful tool designed to help your team focus on what truly requires human judgment by collecting and prioritizing important messages from the Customer Agent. It streamlines your workflow by presenting signals, content gaps, AI maturity nudges, and other items in one place, allowing you to quickly decide on the best course of action without sifting through multiple systems or emails.

what the Inbox collects and why it matters

The Inbox gathers various message types generated by the Engine based on real-time data and analysis. These include:

• Signal alerts: Notifications about critical events such as churn risk, upsell opportunities, or quality drops that need immediate attention.
• Content gaps: Instances where the agent could not provide a satisfactory answer, indicating that your Living Knowledge library needs updating.
• AI maturity nudges: Suggestions for improving your AI capabilities based on your current maturity score.
• Team feedback awaiting review: Proposed changes or additions from your team that require approval.
• Conflict resolutions: Alerts about contradictory or conflicting information within your knowledge base.

By consolidating these messages, the Inbox ensures you never miss important signals or opportunities to improve your customer experience and internal knowledge.

how to use the Inbox effectively

The Inbox is designed for quick and efficient decision-making. Here’s how you can make the most of it:

• Review today’s briefing: Start your day by checking the list of messages surfaced in the last 24 hours. They are grouped by type and sorted by priority, helping you focus on the most urgent items first.
• Take action with one click: Most messages can be resolved by simply accepting or denying the suggested action. This eliminates lengthy email chains and speeds up content operations.
• Edit or assign messages: For messages that require more input, you can edit the content, assign the message to a specific team member, or open it in context for deeper review.
• Track historical messages: Access the history view to see past messages and their resolutions. If you accidentally discard a message, you can restore it within 30 days.

Using these features helps your team stay aligned and responsive to customer needs and internal knowledge updates.

when to check the Inbox

The Inbox is most useful at specific times to keep your team proactive and informed:

• At the start of the week: Review the daily briefing on Monday morning to plan your team’s priorities.
• After quality reports: Act on content gaps or quality issues identified in recent reports.
• When signals fire overnight: Follow up promptly on any alerts that appeared while your team was offline.
• Whenever a team member flags a conversation: Quickly address flagged items that need human judgment.

Regularly engaging with the Inbox ensures timely responses and continuous improvement of your customer support and knowledge base.

how the Inbox fits into the bigger system

The Inbox is part of the Engine’s broader ecosystem, which includes Living Knowledge, Living Memory, and Living Context. Together, these components form a unified AI assistant that continuously learns and adapts:

• Living Knowledge maintains an up-to-date, self-revising knowledge library from all your business sources.
• Living Memory tracks individual customer interactions and preferences.
• Living Context connects the agent to your CRM, billing, and other systems.

The Inbox acts as the human interface for this system, surfacing what needs your judgment and enabling you to close the loop by accepting or denying actions that improve the agent’s performance and your customer experience.

conclusion

The Inbox is your team’s command center for managing critical alerts, content updates, and AI maturity improvements. By centralizing messages that require human judgment and enabling quick, decisive actions, it reduces operational overhead and helps your team deliver better, more timely support. Regular use of the Inbox keeps your knowledge base accurate, your AI assistant effective, and your customers satisfied.