AI agents are the next generation of AI-powered bots that automate and resolve your customers’ issues across service channels. AI agent functionality is split into multiple levels, each offering the support you need for different business requirements.
AI agents - Advanced is available as an add-on for any Suite and Support plans, and includes all features of the AI agents - Essential level in addition to advanced functionality such as conversation flows, APIs, and advanced analytics.
This article gives you an overview of how to start using the most important functionality included in AI agents - Advanced, including zero-training AI agents, the dialogue builder, the integration builder, and the performance overview dashboard.
This article contains the following topics:
- Getting started with zero-training AI agents
- Getting started with conversation flows for AI agents
- Getting started with integrating external systems with AI agents
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Getting started with zero-training AI agents
Zero-training AI agents use generative AI to understand a customer's message and either answer directly based on your help center content, or else link to an appropriate conversation flow designed by your admins. These AI agents are quick to set up and easy to maintain.
To learn more about zero-training agents, see About zero-training AI agents.
To get started creating a zero-training AI agent, you’ll need to perform the following main tasks:
Create a zero-training AI agent
Creating a zero-training AI agent is the first step in automating customer service solutions for your customers. Zero-training AI agents use generative AI-powered use cases to understand a customer's message and link to the appropriate dialogues.
For step-by-step setup instructions, see Creating a zero-training AI agent.
Configure the AI agent's settings
AI agent settings control many things, including how and where your AI agent appears to customers, what persona and tone of voice it uses in communicating with them, the languages it’s available in, and the conversation flows it follows.
For more information about the available settings for an AI agent, see Settings explained.
Create use cases
Use cases are the mechanism by which zero-training AI agents understand what a customer is asking about and connect them with the right dialogue. Use cases leverage generative AI to power AI agents without the time-consuming activity of training the AI agent. Use cases simplify setup and maintenance while enhancing the AI agent's understanding and performance.
For step-by-step instructions, see Creating and managing use cases for zero-training AI agents.
Create dialogues
The dialogue builder is the tool that lets you create conversation flows for your AI agents. With it, you can create everything from simple to complex flows—and even interact with external systems—to resolve customer requests without a human agent having to get involved.
For step-by-step instructions, see Using the dialogue builder to create conversation flows for AI agents.
Monitor AI agent performance
The final and ongoing step in creating a zero-training AI agent is to monitor its performance and continue to improve its efficiency. To do so, you can use the Performance Overview dashboard, which gives you insights into key automation metrics, lets you report on the value of AI agent outcomes, and helps you make data-driven decisions to improve future efficiency.
For details, see Analyzing AI agents - Advanced with the Performance Overview dashboard.
Getting started with conversation flows for AI agents
The dialogue builder lets admins create complex, automated conversation flows, including hybrid flows that combine generative AI responses with scripted flows.
If you followed the instructions in the Create a zero-training AI agent section above, you’ve already used the dialogue builder to create dialogues for your zero-training AI agent.
For more information about what you can do with the dialogue builder, see Building dialogues for AI agents - Advanced.
Getting started with integrating external systems with AI agents
The integration builder lets you leverage comprehensive API access and orchestration to integrate your AI agents with your customer relationship management (CRM) software and other third-party tools.
To get started with integrating AI agents - Advanced with any of the following CRMs, see the linked resources:
- Integrating Sunshine Conversations with AI agents - Advanced
- Integrating Zendesk Support with AI agents - Advanced
- Integrating Zendesk Chat with AI agents - Advanced
- Integrating Salesforce with AI agents - Advanced
- Integrating Freshworks with AI agents - Advanced
- Integrating other platforms with AI agents - Advanced
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