What should a business check first if AI-generated responses are generic and lack relevant case details?

The best approach when addressing issues with AI-generated responses that are generic and lack relevant case details involves a comprehensive assessment of several key components.

Starting with the first option, ensuring that CRM Data Grounding is active in the Prompt Template is crucial. This process allows the AI to pull in contextual information from the CRM system, which helps in generating responses that are more tailored to the specific case at hand. If this feature is inactive, the AI may generate responses that are too general and not tied to any particular customer's situation.

Next, verifying that merge fields are correctly pulling Case record details plays a significant role. Merge fields are essential for integrating specific case information into the AI's responses. If these fields are not correctly configured, the system cannot access or utilize the pertinent details from a particular case record, leading to bland and non-specific responses.

Monitoring user permissions for Case data retrieval is also an important consideration. If users do not have the appropriate permissions to view or access case data, the AI may not have the necessary information to provide relevant responses. Permissions can restrict the data available for the AI to use, which consequently affects the responses generated.

Given that all these components contribute to the effectiveness of AI-generated responses, addressing them collectively provides a thorough approach to improving