Providing feedback on AI actions in Thena Your feedback is crucial for improving the performance and accuracy of our AI agents. By telling us what works and what doesn’t, you help us refine our models and make our AI more helpful for everyone.

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Where to provide feedback

We’ve integrated feedback mechanisms across all the places where you interact with our AI.

AI copilot

When the AI copilot provides a response, you can give a thumbs up or thumbs down to indicate its usefulness.

L1 agent response

For L1 agent responses, hover over the message to see feedback buttons and rate the response.

AI logs

Inside the ticket window, you can view AI logs and provide feedback on specific actions taken by the agent.

Web chat

After a ticket is created via web chat, you can provide feedback on whether and when it should have been created.
When you provide a thumbs up or thumbs down, you can also include a reason for your feedback. This additional context helps us understand what worked well or what went wrong, giving us clear direction for improvement.
You can update your feedback at any time, as many times as needed.

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How we use your feedback

We take your feedback seriously. Here’s what happens when you submit it:
  • Capture and store: Your feedback is stored along with the context of the AI’s action. This includes the input it received and the output it generated.
  • Review and analyze: Our team periodically reviews the feedback to identify patterns and areas for improvement.
  • Iterate and improve: Your insights directly influence the development of our AI, helping us make it smarter and more effective over time.