Managing use cases for advanced AI agents

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AI agents - Advanced

Use cases are the mechanism by which zero-training AI agents and agentic AI agents (EAP) understand what a customer is asking about and connect them with the right dialogue or procedure (EAP). After you create use cases, you'll need to manage them, including adding categories, resolving conflicts, and more.

This article contains the following topics:

• Categorizing a use case
• Deactivating a use case
• Deleting a use case
• Resolving conflicts between use cases
• Restoring a previous version of a use case
• Configure whether a use case uses a dialogue or generative procedure (EAP)

Related articles:

• Creating use cases for advanced AI agents
• Best practices for use cases for advanced AI agents

Categorizing a use case

After you create a use case, you can categorize it. Categorizing makes use case management easier, but it doesn’t affect how AI agents connect use cases with a customer’s message (only use case names and descriptions do that).

To categorize a use case

1. In the top-right corner, use the AI agent drop-down field to select the AI agent you want to configure use cases for.
2. In the main menu on the left, select Content > Use cases.
3. Click the use case you want to categorize.

   The use case details page opens.

4. In the Category field, enter a free-text category for the use case.
5. Click Save.

On the Use cases tab, a use case’s category appears in the Category column. You can also filter use cases using the Category drop-down at the top of the page.

Deactivating a use case

Deactivating a use case allows you to retain its configuration (nothing is deleted), but your AI agent won’t use it to connect customers with a dialogue until you reactivate the use case.

To deactivate a use case

1. In the top-right corner, use the AI agent drop-down field to select the AI agent you’re configuring use cases for.
2. In the main menu on the left, select Content > Use cases.
3. From the list, find the use case you want to deactivate, click the options () menu, and select Deactivate.

   Your use case is immediately deactivated. You can reactivate it by clicking the options () menu and selecting Activate.

Deleting a use case

If you’re confident that you don’t need a use case anymore, you can delete it. As with deactivating a use case, deleting a use case ensures that your AI agent will no longer use that use case to connect customers with a dialogue. Deleting a use case is permanent and cannot be undone.

Important: Deleting a use case also removes the associated dialogues, intent, and expression data, if there were any. This means that you won’t be able to revert the use case back to an expression, if that were to become necessary. In addition, names of deleted use cases no longer appear in reports.

To delete a use case

1. In the top-right corner, use the AI agent drop-down field to select the AI agent you’re configuring use cases for.
2. In the main menu on the left, select Content > Use cases.
3. From the list, find the use case you want to delete, click the options () menu, and select Delete. Your use case is immediately deleted.

Resolving conflicts between use cases

Overlapping or duplicate use cases can confuse the AI model, leading to poor performance. The Conflict Resolution tool helps you identify and fix these overlaps, ensuring the AI model functions smoothly and provides a good experience.

There are two types of use case conflicts:

• Confusion: Two or more use cases partially overlap, causing the AI model to conflate them and trigger the wrong dialogue.
• Duplication: Two or more use cases fully overlap, causing the AI model to interpret them as identical.

Both types of conflicts can be resolved with the Conflict Resolution tool.

To resolve a conflict between use cases

1. In the top-right corner, use the AI agent drop-down field to select the AI agent you’re configuring use cases for.
2. In the main menu on the left, select Content > Use cases.
3. From the list, find a use case that has an entry in the Conflict column and click Review Confusion or Review Duplication (depending on what kind of conflict exists).

   

   Tip: When you hover over a use case with an entry in the Conflict column, other conflicting use cases are highlighted.
4. In the window that appears, review the details of the conflict and the suggested edits, if available.

   

   • If the use cases overlap or are wrongly identified as duplicates of each other, resolve the conflict by modifying the name and description of one or both of the use cases. You can:
     • Accept the proposed changes as is by clicking Accept Suggestions.
     • Click the pencil icon to modify the proposed changes before accepting them.
     • Deselect the use case you don’t want to modify by toggling the Selected button to Not Selected.
   • If the use cases actually are duplicates of each other, resolve the conflict by clicking Cancel and deactivating the use case you no longer need.

Restoring a previous version of a use case

Any updates made to a use case’s name or description are tracked and can be rolled back if necessary, making it safer to test changes or recover from errors.

To restore a previous version of a use case

1. In the top-right corner, use the AI agent drop-down field to select the AI agent you’re configuring use cases for.
2. In the main menu on the left, select Content > Use cases.
3. From the list, click the name of the use case you want to restore a previous version of.
4. In either the Name or Customer request reason field, click the Show version history () icon.

   

   The Version History panel appears on the right, showing you the changes made to the use case’s name or description. The panel shows which user made the changes and when, and which version of the use case is the current version. You can expand the version history entries to see the content of the Name or Customer request reason field for each saved change.

   

5. (Optional) Click the Type drop-down field, select the types of use case changes you want to see (name, description, or both), and click Apply.
6. Find the version of the use case name or description you want to restore and click the Restore () icon.

   

7. Click Save.

Configure whether a use case uses a dialogue or generative procedure (EAP)

Note: This section applies only to agentic AI agents, which are currently in an early access program (EAP). You can sign up for the EAP here.

Within an agentic AI agent, you can decide whether an individual use case should use a scripted dialogue or a generative procedure. Agentic AI agents that use both generative-AI responses and scripted responses are sometimes referred to as hybrid AI agents.

• A scripted dialogue lets you determine the exact flow that an AI agent should follow for a particular use case.

  Dialogues give you a lot of control, but also require more maintenance than a procedure. Consider using dialogue for use cases where customer issues need to be handled in very specific ways and even small deviations from an exact process can’t be tolerated.

  For more information on creating dialogues, see Using the dialogue builder to create conversation flows for advanced AI agents.

• A generative procedure gives the AI agent the freedom to determine the best way to resolve a customer’s issue in line with your business policies.

  Procedures require less setup and maintenance from you, but they also offer you less direct control over very fine details. Consider using procedures for use cases where customer issues are less sensitive and can be handled in a number of flexible ways.

  For more information on creating procedures, see Creating generative procedures for agentic AI agents (EAP).

If a use case has neither an active dialogue nor a generative procedure, or if no appropriate use case exists for a conversation, the AI agent forms responses using only the content of your imported knowledge source, not dialogues or procedures. You can configure a use case this way if you want to trigger some actions or track a certain topic in analytics, but still let the response be purely generative.

To configure whether a use case uses a dialogue or procedure

1. In AI agents - Advanced, use the AI agent drop-down field to select the AI agent you want to configure a use case for.
2. In the left sidebar, select Content > Use cases.
3. Click the use case you want to configure.
4. Under Reply method, click the drop-down field and select one of the following options:
   • Use dialogue when use case is triggered
   • Use procedure when use case is triggered (default for new use cases)