Client Brain

Client Brain is Keva's learning system. It builds knowledge from your tickets, learns your preferences, and improves responses over time.

How Client Brain Works

Learning Sources

Client Brain learns from:

• Resolved tickets - Successful resolutions
• Edited responses - Your corrections
• Approval feedback - Accept/reject patterns
• Knowledge base - Your documentation
• Customer feedback - CSAT scores

Knowledge Types

Learning Pipeline

1. Observation

Every ticket interaction is observed:

• Customer message
• AI response
• Human edits
• Resolution outcome

2. Pattern Recognition

AI identifies patterns:

• Similar questions
• Common issues
• Seasonal trends
• Customer segments

3. Memory Formation

Successful patterns become memories:

• Stored in Client Brain
• Associated with context
• Weighted by recency and success

4. Application

Memories inform future responses:

• Retrieved when relevant
• Combined with current context
• Influence AI decisions

Viewing Learned Knowledge

Navigate to Brain Dashboard

Go to Settings → AI → Client Brain

Knowledge Categories

View what Keva has learned:

• Topics - Subject areas covered
• Policies - Rules it follows
• Patterns - Common scenarios
• Preferences - Tone and style

Sample Memories

Topic: Refund Processing
Pattern: When customer requests refund for defective item
within 30 days, offer full refund without requiring return.
 
Learned from: 45 similar tickets
Confidence: High
Last used: 2 hours ago

Training the Brain

Passive Training

The brain learns automatically from:

• Normal ticket handling
• Your edits and feedback
• Customer interactions

Active Training

Boost learning by:

• Rating AI responses (👍 👎)
• Providing edit explanations
• Creating knowledge base articles
• Resolving tickets with clear solutions

Training Best Practices

1. Be consistent - Handle similar issues the same way
2. Explain edits - Tell AI why you changed something
3. Use templates - Canned responses teach patterns
4. Add KB content - Documentation strengthens memory

Memory Management

View Memories

Browse stored memories:

1. Go to Client Brain dashboard
2. Select a category
3. View individual memories

Edit Memories

Correct wrong learnings:

1. Find the memory
2. Click Edit
3. Correct the information
4. Save

Delete Memories

Remove incorrect patterns:

1. Find the memory
2. Click Delete
3. Confirm

Global Learnings

What Are Global Learnings?

Anonymized patterns shared across all Keva customers:

• General support best practices
• Common phrasing patterns
• Industry-specific knowledge

Privacy

Global learnings are:

• Completely anonymized
• No customer data shared
• No identifying information
• Aggregated patterns only

Opting Out

Disable global learning sharing:

1. Settings → AI → Client Brain
2. Toggle off "Contribute to global learnings"
3. Save

You can still benefit from global learnings without contributing.

Brain Health

Health Indicators

The Brain dashboard shows:

• Coverage - % of topics with memories
• Confidence - Average memory confidence
• Freshness - Recency of learnings
• Usage - How often memories are applied

Improving Health

Low coverage? Add more knowledge base content. Low confidence? More consistent handling needed. Stale memories? Update documentation. Low usage? Check if memories are relevant.

Experiments

Client Brain powers A/B testing:

• Test different responses
• Measure outcomes
• Automatically use winners

Learn about Experiments →

FAQ

How long until AI learns my style?

Initial learning happens within days. Refined understanding develops over weeks of consistent use.

Can I reset the brain?

Yes, in Settings → AI → Client Brain → Reset. This removes all learned patterns.

Does the brain forget?

Older, unused memories gradually decrease in influence but aren't deleted.

How do I teach the brain something new?

Add a knowledge base article, create a canned response, or handle a few tickets consistently.