Improve your agent

In Nuteq, Improve is the tab in the agent editor where you review what your agent could not handle on real calls, and fix it yourself. After each call, Nuteq reads the transcript for questions the agent could not answer, answers a caller pushed back on, and business words a caller had to spell out letter by letter. Each one becomes a card under Needs you, and teaching an answer or adding a word takes effect on the very next call.

Your agent only knows what you told it and what is in its knowledge base, and a real caller will always ask something you did not think to cover. Improve turns those moments into a short list you check every so often, and Nuteq usually drafts a starting answer for you to read, adjust, and approve.

Questions your agent could not answer

An unanswered question is a question a caller asked that your agent could not answer, put off, or offered to take a message about instead. The card shows the question as the caller asked it, how many separate callers have asked something similar, and, once opened, the part of the call it came from with a link to the recording. A question with more callers behind it is shown first, and answering it once closes every open card asking the same thing.

A question stays in this list until you teach an answer or dismiss it. It does not expire, and the agent keeps giving the same response until you act. Tap Dismiss to remove a card, though it can reappear if a later caller words the question very differently.

Teach an answer

Teaching your agent an answer turns a question it could not handle into a reply it can give on the next call. You need Owner, Admin, or another role with permission to edit the agent, since this changes what the agent says to callers.

Open the agent, click Improve, and stay on the Needs you tab. Click a card to see the question, what the agent said if a caller flagged the answer as wrong, and the part of the call it came from. Nuteq drafts a suggested answer for most cards from the agent's instructions and knowledge base, so read it and edit it to sound like your business, or write your own if there is no draft. Click Teach agent to save it, and the card moves to the Learned tab.

Write the answer the way you would say it to the caller, and keep it short and specific. Correct anything a suggested answer gets wrong for your business before teaching it. If Teach agent stays greyed out, the answer box is empty. If a card is stuck drafting, refresh, or click Retry. Teaching one card only closes that exact question, so handle the others directly if several callers asked variations of it.

Answers your agent learned

Every question you have taught an answer to is listed on the Learned tab, with the answer your agent now gives and when you taught it. The card always reflects the current wording in your agent's knowledge, not what you originally typed.

The first time you teach any answer, Nuteq creates a knowledge base named Self-Learned, and every taught answer lives there, so it is easy to find and edit as a group. Each card links straight to that entry with an Edit in knowledge button. If someone deletes the entry directly, the card says the answer is no longer in knowledge and keeps a record of what was taught. See Fix incorrect answers for more on correcting an answer directly in your knowledge base.

To remove a learned answer, open the card and click Remove learned answer. This deletes the knowledge entry and puts the question back in Needs you, so your agent goes back to its earlier response until you teach it something new.

Words your agent keeps mishearing

Nuteq notices when a caller has to spell out a business word, a product name, or an uncommon term letter by letter, since that usually means the agent misheard it. Once the same word has been spelled out on two separate calls, it shows up as a card under Words to add, above the questions on the Needs you tab. Nuteq skips anything that looks like a name, an email address, or a phone number, since that is personal information rather than a business word.

Read the word and how many callers had to spell it out, then click Add to vocabulary if it is a real business term, or click No thanks if it is not. You can see up to 5 open suggestions per agent at a time, and adding or dismissing one lets Nuteq propose another. Dismissing a suggestion is final.

Adding a word here only helps your agent hear it correctly. It does not change how the agent says the word out loud. For that, add the word on the Vocabulary tab and fill in its "Say it like" field.