Base Agent

Its role

In the resolution plan (email, letter, system). Every resolution plan is created by a smart AI agent. Enneo selects it in this order:

1. the smart AI agent that was detected for the ticket,
2. otherwise the associated AI agent of the subchannel,
3. otherwise the Base Agent.

The Base Agent is therefore the last fallback – for example for system tickets that are not assigned to a subchannel. As the planning AI agent, it too can call other AI agents as tools.

For requests without a suitable AI agent. If enneo does not detect a specific request, the Base Agent creates a suggested reply.

Setup

The Base Agent is edited like any other AI agent under Settings → AI Customization → AI Agents – with instructions, tools and – if it is assigned to chat or phone – separate tabs for these channels. The instructions can be used to control tone, form of address and the behaviour in case of uncertainty.

Different behaviour per inbox or brand

There is exactly one Base Agent. If different inboxes, brands or locations should reply differently, a separate smart AI agent is set up per subchannel and set there under Associated AI Agent. This AI agent then takes on the fallback role in the respective subchannel – with its own tone, its own tools and its own knowledge access.

Example:

The AI agent "Service Voltlingen" is associated with the inbox service[at]sw-voltlingen.de. It addresses customers informally, uses the FAQ articles of Stadtwerke Voltlingen and knows their products.

The AI agent "Service Stromhain" is associated with service[at]sw-stromhain.de. It addresses customers formally, uses other categories of the knowledge base and has its own rules for certain topics.

This makes it possible to serve several brands with one enneo instance without compromising on style or knowledge.