Skip to main content
The conversation logs give you a detailed view of every interaction Cevro has with players. Use them to review how the AI handled specific tickets, identify areas for improvement, and override quality scores when needed.

​
Accessing Conversation Logs

Navigate to the Conversations page from the main sidebar. You’ll see a list of all conversations, filterable by:
  • Status — Open, resolved, escalated
  • AIP — Which AI Procedure handled the ticket
  • Brand — Filter by specific brand
  • Date range — Focus on a specific time period
  • Agent — Filter by assigned agent or team
Click any conversation to open the full transcript.

​
What You Can See

Each conversation log shows:
  • Full transcript — Every message between the player and the AI agent, including tool calls and responses
  • Classification — Which AIP was selected and why
  • Actions taken — Tools called, data retrieved, decisions made
  • Escalation details — If the ticket was handed off, the reason and context provided to the human agent
  • AICSAT score — The automated quality score with a breakdown of contributing factors
The conversation log is the most direct way to understand why the AI behaved a certain way. Before adjusting AIP instructions, always review a few example conversations first.

​
Reviewing Conversations

When reviewing a conversation, look for:
SignalWhat It MeansAction
AI gave wrong informationInstructions may be incomplete or misleadingUpdate the AIP instructions
AI escalated unnecessarilyKnowledge gap or overly cautious instructionsAdd the missing context or adjust escalation rules
AI didn’t use available toolsTool may not be attached to the AIPCheck tool configuration
Player was frustrated despite correct handlingProcess issue, not an AI issueReview your SOPs, not the AIP

​
AICSAT Override

AICSAT score override When manually reviewing conversations, managers may sometimes disagree with the automated AICSAT scoring. In many cases, the system is more stringent in its assessment and may assign a lower score, even when the conversation was handled well. This could negatively impact your team’s AICSAT performance goals. To address this, agents who are reviewing conversations can override the AICSAT score assigned by Cevro. They can do so by clicking on the applied score and selecting a new score, ranging from 1 to 10.

​
Tips for Effective Reviews

  • Start with escalated tickets — These are the highest-signal conversations for finding improvement opportunities.
  • Sample automated tickets too — Don’t only review failures. Spot-checking successful resolutions ensures quality.
  • Look for patterns — If multiple conversations escalate for the same reason, that’s a systemic gap worth fixing.
  • Use filters — Narrow down by AIP or brand to focus your review on specific areas.