Service Inspection

This section outlines the checks based on the friendliness and service quality of Solvea’s responses. Specific check items include:

1. List of Check Items

● (AI Only) Important Information Check (Links, Email Addresses, etc.): Verifies if the response content includes false links or email addresses not present in the knowledge base.

● (AI Only) AI Fabricates Transfer to Human Agent: Checks if the AI falsely claims to have transferred the conversation to a human agent when the transfer has not actually occurred.

● (AI Only) Ineffective Assistance Check: Examines the response content for phrases indicating an inability to assist, such as being unable to replace/repair items, or provide further solutions/details.

● (AI Only) Customer Stance Check: Identifies unfriendly responses like “I don’t have the relevant knowledge to solve the problem,” which might guide customers to seek human support and could cause consumer dissatisfaction.

● Repetitive Response Check: Detects if the same questions are asked repeatedly or if identical phrasing is used to respond to the customer (Note: The default limit for repeated inquiries is 3 times).

● Service Attitude Check: Assesses if the expression and attitude in the content are positive and do not make the customer feel impatient; checks for poor attitude, abusive language, threats, ridicule, attacks, or arguments.

● Language Usage Check: Ensures the response content uses the same language as the user’s incoming message. English should be used if the language cannot be identified.

2. Enabling Service Quality Checks

① Go to **AI Security** -> **Service Quality Checks**.

② Click to enable a check item. Once enabled, a settings pop-up for that check item will be displayed.

③ Choose whether you want Solvea to **Reply Only** or **Stop Replying and Transfer to Human Agent** when this rule is triggered.

④ Select the service flow(s) for which you want to enable this check item (Note: Multiple selections are supported).

🌟 Note: Multiple selections are supported.

⑤ Click **Enable**.

⑥ Click here to view the number and details of issues related to this check item in the Inbox.

3. Disabling Service Quality Checks

① Go to **AI Security** -> **Service Quality Checks**.

② Click on the quality check item you need to disable.

③ Select the service flow(s) from which you want to disable it.

④ Click **Disable** to turn off the selected check item for that flow.