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AI Agents Overview

AI agents automate customer conversations with intelligent responses.

What is an AI Agent?​

An AI agent is an automated assistant that:

  • Understands customer inquiries
  • Responds with relevant information
  • Performs actions (order lookup, etc.)
  • Escalates when needed

How It Works​

Customer Message
       ↓
AI Agent Processes
       ↓
┌─────────────────────────────────────┐
│  • Understands intent               │
│  • Searches knowledge base          │
│  • Looks up relevant data           │
│  • Formulates response              │
└─────────────────────────────────────┘
       ↓
Response Sent (or Escalated)

Agent Types​

Customer Support Agent​

Handles general support inquiries:

  • FAQs and product questions
  • Account issues
  • Technical troubleshooting
  • Complaint handling

E-commerce Agent​

Specialized for online stores:

  • Order status and tracking
  • Product recommendations
  • Return and refund processing
  • Cart assistance

Sales Agent​

Focuses on sales conversations:

  • Product information
  • Pricing questions
  • Feature comparisons
  • Lead qualification

Agent Capabilities​

Natural Language Understanding​

Agents understand:

  • Various phrasings of same question
  • Multiple languages
  • Context from conversation history
  • Customer sentiment

Knowledge Base Access​

Agents can access:

  • Your uploaded documents
  • FAQs and help articles
  • Product catalog
  • Policy documents

Tool Usage​

Agents can use tools to:

  • Look up order status
  • Search product inventory
  • Check customer history
  • Process returns

Workflow Execution​

Agents follow defined workflows:

  • Return request process
  • Appointment booking
  • Issue escalation
  • Lead qualification

Key Features​

FeatureDescription
24/7 AvailabilityRespond any time
Instant ResponseNo waiting
Consistent QualitySame standards always
ScalableHandle any volume
LearningImproves over time

Human Collaboration​

Escalation​

AI knows when to involve humans:

  • Complex issues
  • Customer requests human
  • High-value interactions
  • Sensitive topics

Agent Assist​

AI helps human agents:

  • Suggests responses
  • Provides context
  • Recommends actions
  • Drafts messages

Getting Started​

  1. Create an Agent - Set up your first agent
  2. Build Workflows - Define conversation flows
  3. Add Knowledge - Train with your content
  4. Configure Escalation - Set handoff rules