Question

How do I start to use an AI agent to provide answers using my help center content?

Is it possible for the recommended articles from AI agents to be based on the organizations they have in their instance, or if the AI Agents respond to the organizations natively?

Answer

Regardless of which plan you have, AI agents always respects the help center permissions of the end user and will only suggest answers from articles within the user segments that the end user has access to view. Make sure that you have content available in your help center and set up for AI agents to use before you proceed.

The steps to set up an AI agent depend on which plan level you have and which features you have access to use.

To set up an AI agent on an AI agent - Essential plan:

Follow the steps in Getting started with AI agents - Essential.

  1. Create the AI agent.
  2. Create an instruction for the AI agent to provide answers from your help center. Test the instruction to make sure it works properly for common questions that are answered in your help center.
    AI agent instructions for providing articles from help center.png
  3. You can optionally go to Advanced settings and configure additional settings that affect the AI agent’s behavior. See the article: Viewing and configuring settings for AI agents.
  4. Publish the AI agent. See the article: Publishing an AI agent to make it live for customers.
    Publish AI agent.png

To set up an AI agent on an AI agents - Advanced plan:

Follow the steps in Getting started with AI agents - Advanced.

  1. Create a new zero training agent.
  2. Configure the settings for your advanced AI agent based on your company's setup and industry needs.
  3. Create a use case for the AI agent to provide information from your help center content based on the end user's question.
  4. You can also create a dedicated conversation flow for each of the common situations in your business if your needs are more complex. If you opt for this method, you can use the generative replies block to address customer questions with help center content, as well as show them which help center sources were used to generate an answer.
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