The Basic Agent is a central element of the AI-supported automation in Enneo. It analyzes incoming customer concerns, precisely recognizing their mood, topic, and context. It thus forms the basis for all downstream decisions - from intelligent routing to the delegation of standard processes to the right AI agent.

If the concern cannot be handled by another AI agent, the Basic Agent creates an appropriate response suggestion. It bases this on similar concerns from the past and articles stored in the wiki. It learns from each use and thus continuously improves.

Via Prompt, it can control tone, salutation, and response behavior, as well as determine how the Basic Agent phrases, which content it addresses, and how it acts in cases of uncertainty. A separate Basic Agent with specific behavior can be stored for each communication and subchannel.

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Configuration and Setup

The configuration of a Basic Agent is divided into three levels:

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1. Basic Configuration

The basic configuration of the Basic Agent follows the same principle as AI agents with Smart Debate Logic.

The central component is the Prompt: It determines how the Basic Agent proceeds and which tools it can access.

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2. Assignment to Communication Channels

The Basic Agent can be directly linked to a communication channel, for example, a specific email inbox, chat, or phone channel. The allocation is made in the settings of the respective subchannels in the Communication Channels area and allows a precise, client-specific configuration.

This way, different variants of the Basic Agent can be operated in parallel, each with its tone in the suggested responses, its toolset, and wiki access.

Example:

The Voltlingen Basic Agent is linked to the mail account service[at]sw-voltlingen.de. It formulates the response suggestions loosely in the second person, accesses FAQ articles specifically for the Stadtwerke Voltlingen, and knows the local product specifics.

At the same time, the Stromhain Basic Agent operates under service[at]sw-stromhain.de with formal politeness, a different selection of knowledge database categories, and its rules for dealing with certain topics.

Both Basic Agents are based on the same technical foundation but are fully tuned to the respective client.

This capability opens up a high degree of flexibility: Multiple brands, locations, or target groups can be cared for individually with just one instance without compromising style, knowledge sources, or approach.

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3. Individual Prompt Settings

The Basic Agent’s Prompt describes the basic behavior: how a request is processed, which tools are used, and which structure is used. It represents the shared, reusable logic for all use cases.

In addition to this, supplementary instructions can be stored in the AI Customization → Others → Individual Prompts area. These are considered in addition to the Basic Agent’s Prompt when generating responses.

They enable professional special rules, linguistic details, or client-specific peculiarities to be aptly represented, without having to adjust the Basic Agent itself.

For individual prompt settings to be considered when generating responses, the placeholder {client_prompt_rules} must be included in the Basic Agent’s Prompt. Only then will the additional content be automatically included: