Creating and Configuring AI Agents
Learn how to create, configure, and deploy AI agents tailored to your specific business needs and customer support requirements.
Agent Creation Process
Initial Setup
- Navigate to Agent Management > Agents
- Click "Create Agent" button
- Choose agent template or start from scratch
- Configure basic agent properties
- Set up AI provider and model selection
Basic Configuration
Agent Identity
- Agent Name: Unique, descriptive name
- Display Name: Customer-facing name
- Description: Agent purpose and capabilities
- Avatar: Visual representation (optional)
- Department: Organizational assignment
AI Provider Setup
- Provider Selection: Choose from supported AI providers
- Model Configuration: Select specific model version
- API Credentials: Enter provider API keys
- Connection Testing: Verify provider connectivity
Advanced Configuration
Behavioral Settings
Response Parameters
- Confidence Threshold: Minimum confidence for responses (0-100%)
- High (80-100%): Only very confident responses
- Medium (60-79%): Balanced confidence level
- Low (40-59%): More permissive responses
- Temperature: Response creativity (0.0-1.0)
- Conservative (0.0-0.3): Consistent, predictable responses
- Balanced (0.4-0.7): Natural variation in responses
- Creative (0.8-1.0): More varied, creative responses
Response Time Settings
- Target Response Time: Desired response speed
- Maximum Wait Time: Timeout for responses
- Typing Indicators: Show "typing" status
- Queue Management: Handle multiple conversations
Personality Configuration
Communication Style
- Tone: Professional, friendly, casual, formal
- Language Style: Technical, conversational, educational
- Personality Traits: Helpful, empathetic, efficient
- Brand Voice: Align with company communication style
Response Formatting
- Message Structure: How responses are organized
- Use of Emojis: Appropriate emoji usage
- Formatting Preferences: Bold, italics, lists
- Length Guidelines: Preferred response length
Knowledge Integration
Training Data Sources
Primary Sources
- Knowledge Base Articles: Main training content
- FAQ Collections: Common questions and answers
- Product Documentation: Technical information
- Policy Documents: Company policies and procedures
Secondary Sources
- Historical Conversations: Past interaction data
- Support Tickets: Resolved customer issues
- Training Materials: Internal documentation
- External Resources: Industry knowledge
Content Processing
Automatic Processing
- Content Ingestion: Automatic knowledge base sync
- Semantic Analysis: Understanding content relationships
- Index Building: Searchable content index
- Quality Validation: Content accuracy verification
Manual Curation
- Content Selection: Choose specific training materials
- Quality Review: Verify content accuracy
- Relevance Filtering: Include only relevant information
- Update Management: Handle content changes
Escalation Rules
Automatic Escalation
Confidence-Based Escalation
- Low Confidence: Escalate when confidence below threshold
- Unknown Topics: Transfer unfamiliar subjects
- Complex Queries: Escalate multi-part questions
- Sensitive Issues: Human handling for sensitive topics
Sentiment-Based Escalation
- Negative Sentiment: Escalate frustrated customers
- Escalating Emotions: Detect increasing frustration
- Specific Keywords: Trigger words for escalation
- Complaint Detection: Identify formal complaints
Manual Escalation
Customer-Initiated
- Escalation Requests: Customer asks for human agent
- Dissatisfaction: Customer expresses dissatisfaction
- Complex Needs: Customer indicates complex requirements
- Preference: Customer prefers human interaction
Agent-Initiated
- Capability Limits: Agent recognizes limitations
- Policy Requirements: Certain topics require humans
- Quality Assurance: Escalate for quality control
- Learning Opportunities: Escalate to improve training
Channel-Specific Configuration
Email Configuration
Email Behavior
- Response Format: Email-appropriate formatting
- Signature Integration: Include email signatures
- Thread Management: Handle email conversations
- Attachment Handling: Process email attachments
Email-Specific Settings
- Subject Line Generation: Create appropriate subjects
- Auto-Response Timing: Immediate or delayed responses
- Escalation Notifications: Alert human agents
- Follow-up Management: Schedule follow-up emails
Live Chat Configuration
Chat Behavior
- Real-time Responses: Immediate response capability
- Typing Indicators: Show agent activity
- Quick Replies: Predefined response options
- File Sharing: Handle document exchanges
Chat-Specific Features
- Proactive Engagement: Initiate conversations
- Queue Position: Inform about wait times
- Session Management: Handle chat sessions
- Transfer Protocols: Smooth human handoffs
WhatsApp Configuration
WhatsApp Behavior
- Message Templates: Use approved templates
- Rich Media: Handle images, documents, videos
- Interactive Messages: Buttons and quick replies
- Business Profile: Display business information
WhatsApp-Specific Settings
- Template Management: Configure message templates
- Media Policies: File sharing guidelines
- Business Hours: Availability notifications
- Compliance: WhatsApp policy adherence
Testing and Validation
Pre-Deployment Testing
Functionality Testing
- Response Accuracy: Test knowledge base queries
- Escalation Logic: Verify escalation triggers
- Channel Integration: Test all communication channels
- Performance: Measure response times
Quality Assurance
- Content Validation: Verify response accuracy
- Tone Consistency: Check communication style
- Edge Cases: Test unusual scenarios
- Error Handling: Verify error responses
User Acceptance Testing
Internal Testing
- Team Testing: Internal team validation
- Stakeholder Review: Management approval
- Technical Validation: IT team verification
- Compliance Check: Policy adherence verification
Beta Testing
- Limited Rollout: Test with select customers
- Feedback Collection: Gather user feedback
- Performance Monitoring: Track initial metrics
- Iterative Improvement: Refine based on feedback
Deployment Process
Staged Deployment
Phase 1: Pilot
- Limited Scope: Single channel or department
- Controlled Environment: Monitored interactions
- Feedback Collection: Gather initial insights
- Performance Baseline: Establish metrics
Phase 2: Expansion
- Additional Channels: Expand to more channels
- Increased Volume: Handle more interactions
- Optimization: Refine based on pilot results
- Training Updates: Improve agent knowledge
Phase 3: Full Deployment
- Complete Rollout: All channels and use cases
- Production Monitoring: Continuous oversight
- Ongoing Optimization: Regular improvements
- Scale Management: Handle increased load
Go-Live Checklist
Technical Readiness
- Configuration Complete: All settings configured
- Integration Tested: All channels working
- Performance Validated: Meets requirements
- Backup Plans: Fallback procedures ready
Operational Readiness
- Team Training: Staff prepared for agent deployment
- Monitoring Setup: Tracking systems active
- Support Procedures: Escalation processes defined
- Documentation: User guides and procedures ready
