Vanta AI

Vanta AI runs on two model tiers, Vanta V1 (fast, default) and Vanta V1 Deep (used for harder, lower-confidence questions).

Knowledge base

Vanta AI answers only from knowledge you give it. Sources include:

• About and custom instructions you write.
• FAQ and document uploads (Markdown, text, PDF, DOCX, HTML).
• Channel pins imported from a channel.
• Closed tickets, learned automatically when enabled.
• Staff answers, learned from helpful staff replies in watched channels.
• Approved replies, learned back when staff approve an AI draft.
• Website crawl of a URL you provide.

How it decides

• If confidence clears your threshold, it ships the answer.
• If not, it escalates: it posts the draft to your review channel to approve, edit, or reject, or points the member to a ticket.
• If nothing relevant is found, it stays silent rather than guess.

You control the confidence threshold, the retrieval floor, a review channel, staff roles, banned topics, and per-channel tone (Premium). You also choose which channels and ticket types Vanta AI watches.

Tools to keep quality high

• AI insights: answer, deflection, gap, and refusal rates over time, plus most-used and unused knowledge.
• Decision explorer: search every AI decision and mark answers good or bad.
• Retrieval playground: see exactly what Vanta AI would retrieve and whether it would answer or escalate.
• Confidence tuner: see how many more answers would ship or escalate before you apply a new threshold.
• Brain health: a daily score with suggestions to improve coverage.