TABLE OF CONTENTS

• About AI Agent Responses
  • Send an introductory message 
  • Collect customer feedback
  • Transfer conversations to agent
  • Send a failure Message
• Add supported languages

  
  

About AI Agent Responses

The AI Agent Responses section lets you customize your AI Agent’s tone, messaging, and supported languages to reflect your brand voice and create more engaging customer interactions. For details on complete AI Agent setup, see Set Up AI Agents.

To configure AI Agent responses:

1. Log in to your account.
2. From the left navigation pane, click AI Agents.
3. On the AI Agent Studio page, click on the AI Agent.
4. Click Configure > AI Agent Responses.
5. You can configure the following:
   • Send an introductory message
   • Collect customer feedback
   • Transfer the conversation to a live agent
   • Send a failure message
     
     

You can use the default pre-configured messages or customize them to ensure they align with your brand voice and enhance customer engagement.

Send an introductory message 

The Introductory message is the customer's first interaction with your AI Agent. Personalizing this message can set the right tone and increase engagement.

1. On the AI Agent responses tab, click Send introductory message.
   
2. Use rich text formatting, links, and emojis to make the greeting more inviting. Placeholders can also personalize the message by automatically pulling fields, such as the customer’s name, email, or phone number.
   Example:
   • Basic greeting: "Hi there! How can I help you?"
   • Personalized greeting: "Hello [Customer Name]! How can I assist you today?"
3. Once you've crafted your greeting, click Save.
   
   

Collect customer feedback

Collecting customer feedback helps you continuously improve the accuracy and overall experience of your AI Agent. You can customize the feedback prompt using rich text, links, and emojis to make it more engaging and consistent with your brand voice.

How is feedback collected?

If feedback collection is enabled:

• It is triggered when responses are provided through Knowledge Sources or Workflows.
• For Workflows, feedback is collected after the entire Workflow is completed.
  However, if the final block in the Workflow transfers the conversation to an agent, feedback will not be sent.

To configure the feedback message:

1. On the AI Agent Responses tab, enable Collect customer feedback.
   
2. Enter the feedback message (e.g, Was this helpful?).
3. Select the AI agent's action: resolve or do nothing, based on the response.
4. Add the positive (Yes) and negative (No) text messages for the customer to choose from.
5. Click Save.
   Note: For workflows, feedback is collected once the workflow is completed

Transfer conversations to agent

This feature allows the AI Agent to seamlessly transfer the interaction to a human agent. It is useful when users request to speak with an agent, whether before or during an ongoing conversation.

For example, when a conversation involves complex, escalated, or sensitive issues, such as legal or reputational implications, the AI Agent can transfer it to a human agent for appropriate handling. This helps ensure compliance, minimize risk, and maintain a consistent standard of customer care.

To transfer the conversation:

1. On the AI Agent Responses tab, enable Transfer conversations to agent.
   
2. Add topics for which the AI Agent must transfer the conversation to live agents.
   For example: 
   1. Fintech: Questions requesting investment advice, financial planning, or market predictions.
   2. Healthtech: Requests for diagnoses, treatment plans, or medication recommendations.

3. Enter the message for the customer when transferring the conversation to an agent.
4. Click Save.
   
   

Send a failure Message

When the AI Agent cannot respond to a customer’s query, a failure (fallback) message is displayed. This message helps manage customer expectations and keeps the conversation ongoing, even when the AI Agent doesn’t have an answer.

You can customize this message to be clear and supportive. 

1. On the AI Agent Responses tab, click Send failure message.
   
2. Enter the message.
   Example: "Sorry, I couldn’t find an answer to that. Let me connect you to someone who can help!"
   You can also select Transfer conversation to agent to automatically hand over the chat to agents.
3. Click Save.
   
   

Add supported languages

You can configure the AI Agent to respond in multiple languages by adding the language in the Supported languages section. By default, the AI Agent understands queries in all languages and responds as follows:

1. If the user's query is in one of the languages listed in the supported languages section, the AI Agent will respond in the same language.
2. If the user query is outside the added languages in the supported languages section, the AI Agent will respond in the primary language with a language disclaimer:
   “Apologies! I am trained to answer in <added languages>”

List of supported languages: