Using rule-based AI agents
Rule-based AI agents as tools
How smart AI agents use rule-based AI agents in the resolution plan, in chat and on the phone
Tip
A smart AI agent can call rule-based AI agents as a tool. The rule-based AI agent contributes what it does best: exact checks and calculations. What happens with its result depends on the channel.
Prerequisites
A rule-based AI agent is automatically available as a tool if
- it is assigned to the ticket's channel,
- it has input parameters – without parameters it is not offered as a tool,
- it is not the subchannel's associated AI agent.
The smart AI agent decides when to call it based on the detection prompt (field Instruction to AI in the Detection tab), or otherwise based on name and description. A clear detection prompt is therefore important for rule-based AI agents too.
What happens with the result
| Channel | Process |
|---|---|
| Email, letter, system | The rule-based AI agent calculates its result without saving anything – for example the permissible advance payment. If the smart AI agent proposes the action, it becomes a step in the resolution plan and is only executed after the plan is confirmed. If the rule-based AI agent reports a warning, the step is marked Needs review. |
| Chat | The rule-based AI agent checks the values; nothing is saved yet. The smart AI agent executes the action at the customer's request; if it has corrected a value, it asks first. |
| Phone | The action is executed immediately. The voicebot reads out uncertain values beforehand – this must be in the instruction for telephony. |
What output handling affects
- The notes (info and warnings) that the rule-based AI agent outputs appear at the step in the resolution plan. A warning leads to Needs review – with automatic release, the customer is then asked instead of the action being executed.
- The auto-processing level per output handling case also applies to steps in the resolution plan (see Automatic release of a plan).
- In chat and phone, the order of the options matters: only if the first option is marked as recommended does the AI agent execute this action in the conversation – in chat at the customer's request, on the phone immediately.