If you’ve already created an AI agent that uses expressions, you can quickly convert it to one that uses use cases. An AI agent that uses use cases is known as a zero-training AI agent.

Converting an existing AI agent lets you take advantage of the benefits of use cases without losing access to the AI agent’s historical data, which is useful for reporting purposes.

This process requires no downtime for the AI agent.

Watch the video below for a walkthrough of the process, or keep reading for step-by-step instructions.

Migrating expression-based AI agents to zero-training AI agents (4:36)

To convert an AI agent from expressions to use cases

  1. In the top-right corner, use the AI agent drop-down field to select the AI agent you want to convert.
  2. In the main menu on the left, select Settings > Bot Settings.
  3. Under Generative AI, select Turn on zero-shot interface.
    Important: Do not select Use zero-shot AI model yet. While you proceed with the conversion process, the bot should continue to handle customer queries based on its trained expressions.
  4. Click Save.
  5. In the main menu, select Content > Use cases.
  6. For each intent:
    1. Click Convert.
    2. In the Convert to use case window, review the automatically populated suggestions for the Name and Visitor request reason fields.

      These suggestions are AI-generated based on the content of the original intent. If not enough information was included in the original intent, a suggestion won’t be populated and you’ll see the message AI wasn’t able to generate a suggestion due to missing data.
    3. (Optional) Edit any of the fields as needed. For more information, see Creating and managing use cases for zero-training AI agents.
    4. Click Convert.
  7. After you’ve converted all intents into use cases, in the main menu on the left, select Settings > Bot Settings.
  8. Under Generative AI, select Use zero-shot AI model.
    This setting transitions the AI agent from using expressions to use cases. However, all your expressions are still stored in the background, meaning you won’t lose that content and can still revert back from use cases to expressions, if necessary.
  9. Click Save.
  10. Test your AI agent to make sure it’s still performing as you expect.
    If anything seems off, you can deselect the Use zero-shot AI model setting to revert back to expressions. Update your use case names and descriptions to improve the performance of the AI agent as needed, then reselect the Use zero-shot AI model setting.
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