Tutorial: Create an AI Agent team that uses your knowledge base
Last Update: Nov 2024 • Est. Read Time: 2 MINIn this tutorial, you'll learn how to create a team with a single AI Agent that uses your knowledge base to respond to conversations across all or selected communication channels.
Who can access this feature? | |
User types | Admins can set up AI Agent teams. |
Learn more about AI Agents in this article.
In this article
- Prerequisites
- Create your AI Agent team
- Define your AI Agent's role
- Specify conditions and deploy your team
Prerequisites
You must have a public knowledge base before creating this AI Agent team.
Create your AI Agent team
The first step is creating a team to respond to these inquiries.
- Go to Settings > KIQ > AI Agent Teams and select Add an AI Agent Team.
- Enter a name and brief description of what this team will do. In this example, we are creating a team that will answer general company FAQ's.
- Select Create.
Define your AI Agent's role
Next, we will define your agent's role on this team. By default, every newly created team has a single agent already created whose purpose is to be the first AI Agent your customers will interact with.
- On the team page you just created, go to the AI Agent Team tab and select the existing Supervisor role.
- Enter a short description of this agent's role on your team.
- Select the Knowledge base the supervisor agent should use to respond to customers from the drop-down menu.
- Then, enter the instructions the supervisor agent will follow to answer an inquiry. When writing instructions, be specific about how you want the AI to respond. Here is an example prompt we can use.
You work for a company called [X]. You are a customer service agent for [X]. Your JOB RESPONSIBILITIES and OPERATING PROCEDURES are below: ## JOB RESPONSIBILITIES - You respond to general inquiries about our company for topics such as our shipping and handling policy and return timeline. Other examples of general questions you can answer are about topics such as our business hours and how customers can contact us. ## OPERATING PROCEDURES - You only use information from our public knowledge base articles to answer customer questions. - Once you provide the answer, you will ask the customer if there is anything else you can help with. - If the customer replies with an answer similar to "no" or doesn't have any other questions, respond with "Thanks, have a great day!" - If the customer responds with an answer similar to "yes" or responds with additional questions, continue to answer their questions using the information from our public knowledge base articles.
- Select Save Changes.
Specify conditions and deploy your team
Lastly, go back to your team page and select Deploy to set specific conditions for this team to respond to inquiries.
You can set conditions like customer email, company, or even custom attributes like their tier status to ensure the AI agent responds only when criteria are met. This flexibility helps tailor responses to meet your organization’s needs.
Note: If you do not set a specific channel, the AI Agent team will respond to inquiries from any supported channels.
Once you set any applicable conditions, select Deploy again to make your changes to live. Doing so automatically activates the AI Agent team. The team will respond to all incoming messages that match the conditions you set.
You can select Observe or View Traces from the main AI Agent Teams page at any time to see a detailed log of the team's interactions with customers.