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AI Agent is more than an AI chatbot: using the most sophisticated AI language models, it instantly resolves customer issues across channels with accurate, conversational answers based solely on your support content. |
Note: To ensure that the Agent Assist function can be used normally, first make sure OpenAI is connected.
Step by Step Instructions:
（1）Log in to the CloudCX Control Panel.
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Create an AI Agent
Prerequisites
To use the features related to AI, you need to complete the OpenAI integration in App & Integrations > OpenAI first. You can find more details about Integrate OpenAI in CloudCX 8.4 Integrating OpenAI in CloudCX.
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To use AI Agent, you need tocreate a datasetin Automation > Agent Assist > Dataset Resources first. You can find more details about Dataset Resources Dataset Resources.
Step-by-Step Instructions:
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Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Automation > Agent Assist > AI Agent.
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Click +Add to
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add an AI Agent, you can also
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add a third-party AI Agent.
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Add an AI Agent
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Customize the AI Agent's avatar.
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Give your AI Agent a name.
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Add a description for this AI Agent
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Select the dataset for this AI Agent. AI Agent can provide AI-generated answers using a wide variety of content sources. As your support content gets better, AI Agent does too—along with its resolution rates.
（4）Set AI prompt.
Craft an Al Agent persona with a distinctive character and style. Optimal personas are composed in the first person and employ the future tense, such as "I will."
Choose the language you want the AI Agent to output content in.
Set the AI Agent prompt. You can use the default prompt, or modify the default prompt to a new one. If you still want back to
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the default
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prompt, click Reset.
（5）Click Add
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Click Save.
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Add a Third-party AI Agent
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Customize the third-party AI Agent's avatar.
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Give a third-party AI Agent a name.
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Add a description for the third-party AI Agent.
Select the third-party AI Agent type.
(Optional) When you select the type is Asynchronous, you need to copy the Callback URL from the system and paste to the third party.
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（4）Input Target URL.
（5）Click Save.
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AI Agent is enabled and customized through Workflows, offering you the best control and flexibility. AI Agent can pass a conversation to an existing Workflow to triage, or a Workflow can pass to an AI Agent to step in and offer support whenever you want. If you want to learn more about AI Agent in Workflow, please click here.
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Copy the target URL from the third-party and past to Target URL in the system.
Note: When the target URL is begin with https://, the system will supports to choose whether Only Accept Trusted Certificates.
(Optional) You can enable Authorization Required, click Credential and select a credential from the list. If there is no credential can be selected, you can click.
switch to App & Integrations > Authorization Credentials to add. You can find more details about How to Set up Authorization Credentials 8.6 How to Set up Authorization Credentials.
Note: Before switch to App & Integrations > Authorization Credentials, you need to click Save to save the third-party AI Agent first.
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Click Save.
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After create an AI Agent, now you can enable and customize AI Agent in flows. You can learn more about Set AI Agent live for chatSet AI Agent live for chat.
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Manage AI Agents
Edit: Select an AI Agent, click
and click “Edit” icon to open the edition window for editing the AI Agent.
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Delete: Select an AI Agent, click
and click “Delete” icon to delete the AI Agent.
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If the AI Agent has been used in flow, you need to disassociate the belonging relationship of the AI Agent, then you can delete the AI Agent.
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