AI Agents & Automation
Key Role of Base Agent
Use cases, functionality and configuration
Tip
The Base Agent is a central component of AI-supported automation in Enneo. It analyzes incoming customer concerns, accurately identifies their mood, topic, and context. It thus forms the basis for all subsequent decisions - from intelligent routing to the delegation of standard processes to the right AI agent.
If the concern cannot be addressed by another AI agent, the Base Agent creates a suitable response proposal. In this process, it relies on similar concerns from the past as well as articles stored in the wiki. It learns with each use and continually improves in this way.
Via Prompt, the tone, salutation, and response behavior can be controlled, as well as defining how the Base Agent formulates, which contents it addresses, and how it acts in uncertainty. For each communication and subchannel, a separate Base Agent with specific behavior can be stored.
Basic Configuration
The basic configuration of the Base Agent follows the same principle as AI agents with Smarter Argumentation Logic.
The central component is the Prompt: It determines how the Base Agent proceeds and which tools it can access.
Info
If no language instructions are given in the Prompt, the Base Agent uses the default language in the Advanced Settings → General → Language section.
Individual Prompt Settings
The Prompt of the Base Agent describes the basic behavior: how a request is processed, which tools are used, and which structure is applied. It is the common, reusable logic for all application scenarios.
In addition, supplementary instructions can be stored in the AI Customization → Miscellaneous → Individual Prompts section. These are taken into account when generating responses, in addition to the Base Agent's Prompt.
They enable specialist special rules, linguistic details, or client-specific peculiarities to be represented as required, without having to adapt the Base Agent itself.
Assignment to Communication Channels
The Base Agent can be directly linked to a communication channel, e.g., a specific email mailbox, chat or telephone channel. The assignment is made in the settings of the respective sub-channels in the Communication Channels section and allows for precise, client-specific configuration.
Different variants of the Base Agent can thus be operated in parallel, each with individual tonality in the response proposals, own tool-set, and wiki access.
Example:
The Voltlingen Base Agent is linked with the mail account service[at]sw-voltlingen.de. It formulates the response proposals casually in the second-person singular, uses FAQ articles specifically for the Stadtwerke Voltlingen, and is familiar with the local product peculiarities.
At the same time, the Stromhain Base Agent works under service[at]sw-stromhain.de with formal second-person plural address, a different selection of knowledge database categories and own rules for dealing with certain topics.
Both Base Agents are based on the same technical foundation but are fully tuned to their respective clients.
Info
This option offers a high degree of flexibility: Multiple brands, locations or target groups can be served individually with only one instance, without compromising style, knowledge sources, or approach.