Why Do You Need AI Agents?
AI Agents help you tailor AI tools to different tasks, audiences, and information sources. You can start with one general-purpose AI Agent and add specialized agents as your needs grow.
AI Agent is required for AI Replies and Chatbot to function.
If you're just getting started, create a single AI Agent and connect it to all or most of your Knowledge Base articles. Even one article or FAQ can be enough to get started.
If you want more control over how AI works, you can create multiple AI Agents, each configured for a specific purpose.
Here are a few examples of how you can use them:
- Separate customer-facing and internal AI: Connect your Chatbot to an AI Agent that uses only public articles. For AI Replies, use another agent with access to both public and private information, allowing your support team to review relevant internal information before sending a response to a customer.
- Support different products or brands: Create a separate AI Agent for each product or brand, connecting it only to the relevant Knowledge Base articles and FAQs. This helps ensure that AI provides information specific to the product or brand in question.
- Tailor AI to different tasks: Create specialized AI Agents for different support scenarios, allowing each one to focus on the information and instructions most relevant to its purpose.
Setting Up Your AI Agent
- Name: This is for internal reference only and do not affect the agent's behavior or token usage.
- Agent prompt: Instructions that define how the agent should behave, respond to queries, and communicate with users, including the tone of voice it should use.
- Knowledge Base: Select the articles and FAQs the agent can access when generating responses.
Our recommendation: Start with a short, simple prompt and refine it as needed. Avoid overly restrictive instructions or contradictory requirements, as these can make it harder for the AI Agent to generate useful responses.
Keep in mind that an AI Agent can use information from private articles to generate answers, even though it does not share links to those articles. If you're configuring an agent for customer-facing tools, make sure you're comfortable with customers receiving information from its selected sources.
How Is Knowledge Base synchronized?
Your AI Agent's training data stays synchronized with your Knowledge Base automatically:
- When you delete an article, it is automatically removed from the agent's available knowledge.
- When you update an article, the changes are applied automatically. No manual update is needed.
- When you want to change the available content, you can add or remove articles at any time.
To manage an agent's training set, go to AI Agent → Select an agent → Edit.