Providing Feedback

Your feedback is one of the most important inputs for improving Flexivity AI. Every thumbs up or thumbs down you give helps administrators and the Flexivity AI team identify what is working and what needs adjustment.

Why Feedback Matters

When you rate a summary or recommendation, that feedback provides input to your administrators so they can adjust AI prompts as needed for better results. Over time, this leads to:

• More accurate summaries that focus on the details your team cares about.
• More relevant recommendations that match the way your team categorizes and resolves issues.
• Fewer irrelevant suggestions as prompt tuning filters out unhelpful patterns.

Without feedback, administrators have no visibility into whether AI output is hitting the mark. Your ratings provide that visibility.

How to Submit Feedback

Every AI summary and every recommendation includes two buttons:

• Thumbs up — The output was helpful, accurate, or relevant.
• Thumbs down — The output was unhelpful, inaccurate, or irrelevant.

To submit feedback, simply click one of the two buttons. That is it. There is no form to fill out and no comment required. One click and your feedback is recorded.

You can submit feedback on:

• AI summaries — Rate whether the summary accurately captured the ticket’s key details.
• Recommended resolutions — Rate whether the suggested past ticket was relevant to the current issue.

Tip: Make feedback a habit. It takes less than a second and compounds over time. The more feedback your team provides, the faster administrators can identify areas for improvement.

What Happens After You Submit Feedback

Once you click a thumbs up or thumbs down:

1. Your feedback is recorded immediately. There is no delay or processing step on your end.
2. The feedback is aggregated with input from your entire team. Individual ratings are combined to identify patterns — for example, if multiple agents mark similar recommendations as unhelpful, that trend is flagged for review.
3. Administrators and the Flexivity AI team review feedback trends. Based on this data, they make manual prompt adjustments to improve how summaries are generated and how recommendations are ranked for future tickets.

You will not see an instant change after a single rating. Improvements happen when administrators or the Flexivity AI team act on feedback trends. But over weeks and months, teams that provide consistent feedback see noticeably better AI output.

Who Can See Your Feedback?

Your feedback is completely anonymous. No user information is captured or tracked when you submit a rating.

• Your administrators can see feedback trends and statistics in the Flexivity AI analytics dashboard. This helps them understand how well the AI is performing for the team and where prompt adjustments are needed.
• The Flexivity AI team can see your feedback, but it is completely anonymized and aggregated at the customer tenant and feature level. This allows Flexivity AI to identify platform-wide quality improvements without exposing individual ratings or user information.
• Other agents do not see your individual ratings on specific tickets.

Tip: Feedback is a team effort. Even if you are the only one rating summaries and recommendations, your input still makes a difference. But the more agents who participate, the clearer the picture for administrators reviewing AI quality.

Honest Feedback Gets the Best Results

The most important thing about feedback is that it is honest. Here is what that means in practice:

• Do not default to thumbs up on everything. If a summary missed something important, say so with a thumbs down. Problems cannot be fixed if they are not reported.
• Thumbs down is not a complaint. It is a data point. Negative feedback is just as valuable as positive feedback because it shows administrators and the Flexivity AI team what to focus on.
• Rate based on usefulness, not perfection. A summary does not need to be flawless to deserve a thumbs up. If it gave you the context you needed, that counts.
• Do not overthink it. Trust your gut. If the summary helped you, thumbs up. If it did not, thumbs down. That quick reaction is exactly the signal that drives improvements.

Tip: Think of feedback like voting. Each individual vote may feel small, but together they shape the direction of the AI for your entire team.

Common Questions

Does feedback change the current summary or recommendation? No. Feedback applies to future AI output, not the current one. The summary or recommendation you rated will stay as-is on that ticket.

Can I change my feedback after submitting it? You can click the other button to change your rating. Your most recent selection is the one that counts.

What if I am not sure whether to rate up or down? Go with your first instinct. If the output was somewhat helpful but not great, either rating is fine. The system works best with volume, so it is better to rate than to skip.

Does my feedback affect only my tickets? No. Your feedback contributes to improvements across all tickets for your organization. Every rating helps inform prompt adjustments that benefit the whole team.