What you send by just working
Kai records what you did with every draft it wrote you:
This costs you nothing and it is always on. It is the number your managers
watch as draft acceptance.
One thing follows from it: do not send a draft you would not have written
yourself, and do not delete a good draft to retype the same sentence. Both
teach Kai the wrong lesson.
An unrated reply teaches nothing
The record above measures a draft. It does not repair one. For that, somebody has to write down what the right answer was. Kai never learns from its own unchecked output. A reply that Kai sent to a customer enters the next training round in two cases only.- A reviewer rated it Good output.
- A reviewer wrote a Corrected reply. The correction replaces what Kai actually said, so the training data holds your words, not Kai’s.
Ratings live in the console, in Review mode. Your workspace decides who
holds that mode. If you see only Ask in the console, your role does not
include it: tell your manager what was wrong, and give them the customer name
and the day.
How to rate one reply
Open the console, select Review, and select a conversation from Customer conversations on the right. The list is ordered by newest activity first. The conversation reads as a transcript. Every reply, draft, handoff and quiet decision that Kai produced is in it, with its confidence. Under each one sits a row of four controls.1
Rate it
Select Good output or Needs work. The rating saves on the click.
The row then shows Saved.
2
Correct it, if it was wrong
Select Correct reply. An editor opens, filled with what Kai said.
Rewrite it into the response Kai should have produced, then select
Save.
3
Leave a note, if the reason is not obvious
Select Note and write what the next training pass should learn.
4
Close the conversation out
In the header bar, select Reviewed when you are done with it, or
Needs follow-up when a person still has to act on it.
Which rating to use
Good output. The reply answered the question, the numbers were right, and you would have sent it yourself. A customer asks about the payment methods and Kai lists exactly what your team accepts. Needs work. The reply was wrong, incomplete, off in tone, or answered a different question. A customer asks whether a gap-year student can join and Kai answers with the general package description. Rate it Needs work. Corrected reply. Use it whenever you know the right answer. A customer asks when the coaching calls happen, Kai gives an old schedule, and you write the current one. This is worth more than any rating, because the correction is what the next training round reads. Needs follow-up, on the whole conversation. Use it when a customer is still waiting, or when the thread went wrong in a way a person has to repair. It also keeps that conversation out of training, which is what you want when the whole exchange was a mess.Rate a few every day
Five ratings a day beat fifty in one afternoon at the end of the month. Ratings shape the next version of the Brain, and a version is compiled from whatever feedback exists on that day. Feedback that arrives after the compile waits for the one after it. A small daily habit puts your corrections in the next version instead of the one after. Ratings and draft acceptance are two separate numbers. Draft acceptance comes from what you did with the draft. A rating is the sentence that says why.You are not editing the Brain
A rating changes nothing that Kai says today. The reply you corrected is already sent, and the answer library is untouched. What you write is evidence. A reviewer reads it, decides what the answer should be, and approves the change. Then a new version of the Brain is compiled and published. See Retrain the Brain. This split is deliberate: nobody should be able to change what Kai tells every customer with one click in a transcript.Practice
- Open the console and check which modes you hold. If you see only Ask, rating is somebody else’s job in your workspace, and steps 2 and 3 are for them. Read Ask Kai a question instead.
- Find one Kai reply you would have sent as it is. Rate it Good output.
- Find one that was wrong. Rate it Needs work, then select Correct reply and write the answer your team would have given.