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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.

Create an AI Agent

Prerequisites

  1. 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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  1. To use AI Agent, you need to create a dataset in Automation > Agent Assist > Dataset Resources first. You can find more details about Dataset Resources Dataset Resources.

Step-by-Step Instructions:

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Automation > Agent Assist > AI Agent.

  3. Click +Add to add an AI Agent, you can also add a third-party AI Agent.

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Add an AI Agent

  1. Customize the AI ​​Agent's avatar.

  2. Give your AI Agent a name.

  3. Add a description for this AI Agent.

  4. 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.

  5. Choose the language you want the AI ​​Agent to output content in.

  6. 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 the default prompt, click Reset.

  7. Click Save.

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Add a Third-party AI Agent

  1. Customize the third-party AI Agent's avatar.

  2. Give a third-party AI Agent a name.

  3. Add a description for the third-party AI Agent.

  4. Select the third-party AI Agent type.

  5. (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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  1. 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.

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  1. (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 image-20240927-074315.png 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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  1. 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 image-20240927-091440.pngand click “Edit” icon to open the edition window for editing the AI Agent.

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  • Delete: Select an AI Agent, click image-20240927-091440.pngand 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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