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Tailor AI responses to customer inquiries with AI Profiles

Last Update: Oct 2024 • Est. Read Time: 2 MIN
To check plan availability, see the pricing page.

Use AI Profiles to create custom prompts that ensure responses generated by Customer Assist Premium or Agent Assist align with your brand's unique identity. This feature allows you to define specific tones, styles, and guidelines for how you want these features to respond to customer inquiries. By tailoring these responses, you can maintain a consistent voice across your communications, build trust by providing more accurate answers, and elevate the overall customer experience. 

Who can access this feature?
User typesAdmins can access the AI Profiles page.


In this article

Prerequisites

You must have access to Customer Assist Premium and/or Agent Assist to create AI Profiles. For more information on these features, see:

Create a new profile

  1. Go to Settings > KIQ > AI Profiles and select Add profile.
  2. Decide if you want to create a new profile for Customer Assist or Agent Assist.
  3. Enter a name and select the language in which you are writing the prompts. The following languages are supported:
    LanguageAgent AssistCustomer Assist
    EnglishXX
    FrenchX
    GermanX
    ItalianX
    JapaneseX
    Brazilian PortugueseXX
    Simplified Chinese
    X
    Spanish
    XX
  4. Optionally, select a brand if you are creating a profile for Agent Assist. You do not need to select a brand if you are creating a profile for Customer Assist.

    Note: For Agent Assist, you should always assign a brand to your profile unless you are creating a profile that will be used as the default profile across your organization. You can set a profile as default by going to Kustomer IQ > Agent Assist and selecting the prompt from the Default AI Profile menu.

  5. If you are creating a profile for Customer Assist, select the assistant(s) for which you are creating the profile in the drop-down menu. Only published assistants using the AI response interaction will appear in this list.

Define your custom prompts

Add your custom prompt instructions in the provided field. If creating a profile for Agent Assist, you can create a different prompt for each feature by selecting each tab.

For more information, see Best practices for creating custom AI prompts.

You can preview how the AI will form responses using your prompts in the Preview section for each feature.

Note: When testing a response for the Generate response or AI response features, make sure your knowledge base can answer your example question.

Once you have your final prompts, Save your changes.

Activate the profile

Once you save your changes, use the toggle to activate the profile on the main AI Profiles page. If the profile is also used across your organization as the default for Agent Assist, you will see a Default tag next to it.