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The Base Agent is a central element of AI-based automation in Enneo. It analyses incoming customer concerns, precisely recognizing their sentiment, topic and context. This provides the foundation 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 Base Agent creates an appropriate response suggestion. It bases this on similar concerns from the past and articles stored in the wiki. It learns with each use and continually improves in this way.Via Prompt, the tone, greeting, and response behavior can be controlled, as well as how the Base Agent formulates, which contents it responds to and how it acts when uncertain. A separate Base Agent with specific behavior can be stored for each communication and sub-channel.

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Basic Configuration

The basic configuration of the Base Agent is based on the same principle as for 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.
If no language instructions are given in the Prompt, the Base Agent follows the default language in the Advanced Settings → General → Language section

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Individual Prompt Settings

The Prompt of the Base Agent describes the basic behavior: how a request is processed, which tools are used and the structure that is used. It is the shared, reusable logic for all use cases. In addition, additional instructions can be stored in the AI Customization → Miscellaneous → Individual Prompts section. These are considered in addition to the Prompt of the Base Agent when generating a response. They allow for the appropriate representation of technical special rules, linguistic details or client-specific peculiarities without having to modify the Base Agent itself.

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Assignment to Communication Channels

The Base Agent can be linked directly with a communication channel, for example a specific e-mail inbox, a chat or phone channel. The assignment is made in the settings of the respective sub-channels in the Communication Channels section and allows for a precise, client-specific configuration. This means that different variants of the Base Agent can be operated in parallel, each with individual tonality in the response suggestions, its own toolset and wiki access. Example: The Voltlingen Base Agent is linked to the email account service[at]sw-voltlingen.de. It formulates the response suggestions casually in the second person, draws on FAQ articles specially for Stadtwerke Voltlingen and is familiar with the product specifics there. 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 its own rules for dealing with certain topics. Both Base Agents are based on the same technical foundation but are fully adapted to the respective client.
This possibility offers a high degree of flexibility: Several brands, locations or target groups can be individually managed with only one instance, without compromising on style, knowledge sources or communication.