Creating your AI Agent
How to create and deploy your AI Agent
Last updated
How to create and deploy your AI Agent
Last updated
There are two ways to create and deploy your AI Agent.
The first option is to build your own AI Agent, by using either Voiceflow or OpenAI, and connect it to Converso's helpdesk. This is the Livechat Helpdesk product.
The second option is to ask us to build your AI Agent for you. This is the Livechat + AI Helpdesk product, and involves submitting relevant info via an onboarding form, and providing relevant datasheets, FAQs, websites, product documents, brochures, etc on your products and company.
FAQs - these should be in the format of a text document (eg Word)
Documents - these ideally will be in format of Word or PDF documents
Website - URLs can be submitted, or preferably a sitemap, which can be used for scraping the site(s).
From these information sources we create a knowledge base of your business and products that can be searched and retrieved by the AI Agent, and suitable prompts that can be used to provide accurate answers and reduce to a minimum hallucinations.
The AI Agent is created via a Voiceflow customer support agent template, which consists of logic flow and prompts which determine how the Agent will respond in certain conditions.
If you have a list of FAQs, the AI will prioritise answers based on the content of these FAQs. If the answer cannot be found from the FAQs, then the AI Agent will search other information sources in the knowledge base to find a suitable answer.
Once the AI Agent has been created in Voiceflow you will be provided with a Voiceflow API key. This can be loaded as described here in order to add your AI Agent to your group.
All new inbound customer conversations will now be assigned to the AI Agent, and the Agent will start responding to customers over all channels connected to that group
Once your AI Agent is added, you will find it listed as a user under Settings > Users as [Company name] AI Bot. It's default icon is
It will also appear in the manage conversation assignee list.
You can change the name and default icon for your AI Agent. These will then appear in your widget on your website, and also in your chat list on the helpdesk.
For instance if you want to call your Agent "Max", you can change details accordingly:
(The Role level should not be changed).
The name and profile picture will appear in the widget above messages that are sent to the customer:
The icon of your AI Agent will appear in the inbox chat list to indicate that the chat has been assigned to the AI Agent.
Chat can be unassigned from the AI, and assigned to a human agent at any time, and the AI will no longer respond to that chat.
To stop AI from responding to all new inboind messages, just choose "None" from the list of AI providers under Admin > AI.
