What's my plan?
Add-on AI agents - Advanced

This article guides you through the process of validating that an advanced AI agent is ready for launch. Resource links for each item point you to information that can help you check or troubleshoot. Some resources are specific to AI agents based on expressions, zero-training, or agentic AI.

Checklist

Item Description Resources
The tone of voice is correct and consistent. All replies from the AI agent are aligned with its persona.
  • Customizing the persona, tone of voice, and pronoun formality
  • Best practices for using instructions and custom tone of voice
Knowledge sources are imported successfully. The AI agent has access to the information it needs.
  • Importing knowledge sources
All use cases or intents are in place. You added all the use cases or intents you needed. Fill gaps with use case suggestions or the intent assistant.
  • Creating use cases for advanced AI agentsUsing the Intent Assistant to create new intents
The correct actions are set up. All desired AI agent-level, use case-level, and block-level actions have been configured.
  • About actions
  • Creating and adding actions
The correct CRM actions are being triggered. Actions are triggered as expected in your integrated CRM, like Zendesk Support or Sunshine Conversations.
  • Available CRM actions for Zendesk Support
  • Available CRM actions for advanced AI agents and Sunshine Conversations
All replies are working as intended. Behaviors have been validated. For example, blocks are triggered correctly, and conversation flows make sense and work from start to finish, with no lingering placeholder text or TBDs.
  • About conversation design
  • Best practices for conversation design
The correct use cases/intents and replies are triggered. Conversation logs show the expected use cases or intent and replies. If not, use the logs for troubleshooting.
  • About intents
  • Reviewing conversation logs
Conditional blocks are working correctly. Review dialogues and see if all conditional blocks are working as expected.
  • About conditional blocks in conversation flows
Entities are recognized. All entities are recognized in conditional blocks, in all replies, for all languages you’re using.
  • Creating entities in conversation flows
  • Best practices for expanding languages for expression-based AI agents
Powered by Zendesk