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Setting up smart AI agents

Tools of a smart AI agent

Built-in tools, user-defined tools and other AI agents as tools

Tip

Tools are the capabilities of a smart AI agent: reading data, searching the wiki, executing actions. There are four types – built-in tools and user-defined tools are selected in the AI agent, other AI agents and channel tools are available automatically.

Overview

TypeWhat it doesHow it reaches the AI agent
Built-in toolsPreconfigured access, e.g. knowledge base, customer data, ticket history, reply examplesSelect in the AI agent under Instructions → Add built-in tools
User-defined toolsYour own actions, e.g. "Withdraw cancellation", via code or an external interfaceCreate under AI Customization → AI Tools, then select in the AI agent under Add user-defined tools
Other AI agentsSmart or rule-based AI agents that handle a specific requestAutomatically – all AI agents that are active for the ticket's channel
Channel toolse.g. handover to a service agent (chat), end conversation, identify customerAutomatically – controlled via the channel's settings

Info

If no built-in tool is selected in the AI agent, it has no access to the knowledge base or customer data either. So always add the required tools explicitly.

Built-in tools

Built-in tools are preconfigured and ready to use immediately. They are added in the AI agent's Instructions tab under Available built-in tools. For the knowledge base, you can specify which categories the AI agent may search.

User-defined tools

A user-defined tool describes a single action. Which information it needs (e.g. a contract number) is specified when it is created; the AI agent passes it on when calling the tool. The action itself is code or a call to an external interface (see User-defined functions).

Tools are created under AI Customization → AI Tools (link Manage tools) and added in the AI agent under User-defined tools.

Other AI agents as tools

A smart AI agent can call other AI agents – for example, an AI agent for "Move" calls the bank data agent if the customer also changes their IBAN. Nothing needs to be set up for this: all AI agents that are active for the ticket's channel are available automatically.

How the AI agent recognises when to call another one: by the detection prompt of the called AI agent (Detection tab) – if there is none, by its description. That is the only information it has for this. A clear detection prompt ("for changes to bank details; not for questions about payments") is therefore crucial.

Restrictions:

  • A rule-based AI agent is only available as a tool if it has input parameters.
  • The associated AI agent of a subchannel is not offered as a tool in that subchannel.
  • An AI agent does not call itself.

What happens immediately and what only after confirmation

How a tool call takes effect depends on the channel.

Email, letter, system (resolution plan)ChatPhone
Reading data, e.g. contract data, knowledge baseImmediatelyImmediatelyImmediately
Action of a rule-based AI agent, e.g. change the advance paymentIs noted as a step in the resolution plan and only executed after the plan is confirmedIs executed at the customer's request; if the AI agent has corrected a value, it asks firstIs executed immediately; the voicebot reads uncertain values back first

In the resolution plan, a rule-based AI agent initially only calculates its result – such as the appropriate advance payment – without saving anything. Only when the AI agent actually suggests the action is a step created in the plan. Rejected requests, for example an advance payment below the minimum amount, also appear as a step so that they are taken into account in the reply.

Note

In chat and phone, the order of the options in the output handling of a rule-based AI agent 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.

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