Improving answer accuracy

Rezi gets better the more complete your knowledge base is. A few minutes a week of review keeps answer quality high and escalations low.

The key insight is that Rezi tells you exactly how to improve it. Every escalated conversation is a labeled example of a question it couldn’t answer, no guesswork, no analytics archaeology, just a list of gaps with the guest’s own phrasing attached. Improvement isn’t a project; it’s a short loop you run on that list.

1. 1

   Scan recent escalations

   Open the Interactions view and filter for escalated conversations. These are the questions Rezi couldn’t answer.

2. 2

   Add the missing facts

   For each gap, add the fact to the building’s knowledge base. Next time, Rezi answers it automatically.

3. 3

   Correct anything wrong

   If an answer was outdated, fix the underlying entry, don’t just reply once manually.

4. 4

   Re-test

   Text the building the same question to confirm the new answer is right.

Reading escalations for signal

As you scan, sort what you see into three buckets. Missing facts are the easy wins, add the entry, done forever. Wrong or stale facts are the urgent ones, an outdated code or price actively misleads guests, so fix these first (fixing a wrong answer covers the routine). Genuine human matters, a refund request, a noise complaint from a neighbor, belong with you; no knowledge entry should try to automate those, and seeing them in the escalation list means the system is routing correctly.

Don’t only read escalations, skim a few conversations Rezi handled on its own, too. Occasionally an answer is technically right but tonally off, or correct but missing the one extra sentence that would have prevented a follow-up question. Tightening the underlying entry improves every future conversation on that topic.

Writing the fix well

When you add a fact from an escalation, borrow the guest’s own words. If the escalated question was “is there somewhere to wash my dog?”, an entry that says “There is no pet-washing station on site; the nearest is SudsPup on Main St” will match that phrasing and its cousins forever. Make the entry self-contained and specific, and if the gap revealed a contradiction with an older entry, delete the old one rather than leaving both.

What to expect over time

The first week after launch is the noisiest, guests ask things you never thought to write down, and that’s normal. Run the loop weekly and the curve bends fast: most operators see escalations fall by half within a month, and your auto-resolution rate climb correspondingly. Past the initial ramp, the loop takes ten minutes a week and mostly catches drift, a changed policy here, a new amenity there. Pair it with the broader weekly routine and the whole system stays sharp on autopilot.