Product Documentation Product Documentation
Developer Documentation (opens new window)
Developer Documentation (opens new window)
  • Beginner's Guide

    • Beginner's Guide
    • Setting

    • Statistics

    • Operations

    • Records

    • AI Agent
    • Beginner's Guide
    Sobot
    2025-05-26
    Menus

    Beginner's Guide

    # Beginner's Guide

    ——This article helps you learn how to quickly build an AI Agent.

    # The Role of AI Agent

    We hope that before you learn about the configuration features of the AI Agent, you will understand its scenarios and uses:

    ● Usage scenario: When a customer asks a question, the robot replies first. This includes 3 channels: live chat, call centers, and ticketing.

    ● Purpose: Compared to traditional robots, AI Agent will be able to provide higher answer quality while requiring lower maintenance costs.

    # How to Configure AI Agent

    Before we dive into the detailed steps for configuring AI Agent, let's first understand its basic process:

    1. Configure knowledge base, task workflow.

    2. Configure AI Agent.

    3. Deploy AI Agent to live chat, call centers, and ticketing.

    # ● Configure Knowledge Base
    1. Create a new knowledge base in [Knowledge Center - Knowledge Base - Knowledge Base Management]. You can see the detail of knowledge management in knowledge management.

    Knowledge Center Creat Knowledge Base Page01

    Figure 1:Knowledge Center Creat Knowledge Base Page
    1. Edit category services to the established knowledge base, and add the knowledge base.

    Knowledge Base Edit Category Page02

    Figure 2:Knowledge Base Edit Category Page

    Knowledge Base Add Knowledge Page03

    Figure 3:Knowledge Base Add Knowledge Page
    1. After adding a knowledge base, you can continue to add knowledge bases for classified businesses. You can also enable, disable, set valid date, and export knowledge.

     Knowledge Base Settings Page04

    Figure 4:Knowledge Base Settings Page
    # ● Configure Task Workflow
    1. Create a new task workflow in [Knowledge Center - Workflow - Task Workflow].

    New Task Workflow Page05

    Figure 5:New Task Workflow Page
    1. Configure the main process for the task workflow.

    Main Process Configuration Page06

    Figure 6:Main Process Configuration Page
    # ● Configure AI Agent (Bind Knowledge Base and Task Workflow for AI Agent)
    1. Create an AI Agent in [AI Agent - Settings - Bot Management].

    Create a New AI Agent Page07

    Figure 7:Create a New AI Agent Page
    1. In [AI Agent - Bot Management - Knowledge Management], bind the robot to the knowledge base.

    AI Agent Binding Knowledge Base Page08

    Figure 8:AI Agent Binding Knowledge Base Page
    1. In the process of binding tasks for the robot in [AI Agent - Bot Management - Knowledge Management].

    AI Agent Binding Task WorkFlow Page09

    Figure 9:AI Agent Binding Task WorkFlow Page
    1. Set up the robot in [AI Agent - Bot Management - Bot Setting]. This includes role prompt, welcome messages, Q&A effect parameters, conversation evaluation, voice settings, and rules for transferring to human agents.

    Set Up the Robot Information Page10

    Figure 10:Set Up the Robot Information Page
    # ● Deploy AI Agent to Live Chat, Call Center, and Ticketing.
    1. Deploy AI Agent to live chat

     a.Set the AI Agent to use in [Live Chat - Setting - Reception Scheme - Bot Reception].

    Live Chat Setup for Receiving AI Agent Page11

    Figure 11:Live Chat Setup for Receiving AI Agent Page

     b.Set up the Trans-to-Agent Rules in [Live Chat - Setting - Reception Scheme - Trans-to-Agent Rules].

    Live Chat Settings for Trans-to-Agent Rules Page12

    Figure 12:Live Chat Settings for Trans-to-Agent Rules Page

     c.In [Live Chat - Setting - Chat - Customer Assignment Strategy], set up the routing for customer service. When a customer initiates a consultation and meets the preset trigger conditions, the customer will be allocated to the designated customer service representative or skill group according to the set allocation rules.

    Live Chat Customer Assignment Strategy Page13

    Figure 13:Live Chat Customer Assignment Strategy Page

     d.In [Live Chat - Service Apps - FAQ], provide personalized FAQs for different users: Based on the customer's identity and the conversation stage they are in, offer dedicated FAQ guidance so that the AI Agent can use the FAQs during the reception phase.

    Common Issues and Solutions Page for Live Chat Settings14

    Figure 14:Common Issues and Solutions Page for Live Chat Setting
    1. Deploy AI agent to call center

     a.In [Call Center - Setting - Inbound Routing], configure routing for the customer: The customer can call the number normally only after the routing is configured.When it is necessary to specify the relay number, assign the customer to the IVR process (robotic reception can only be achieved within the IVR process).

    Call Center Inbound Routing Settings Page15

    Figure 15:Call Center Inbound Routing Setting Page

     b.In the [Call Center - IVR Process], select the large-model bot used in the robot node.

    Call Center IVR Process Selection for AI Agent Page16

    Figure 16:Call Center IVR Process Selection for AI Agent Page

     c.After the AI Agent conversation ends, fill in the robot variable name (not the code) in the robot output parameters. This can assign the AI Agent variable to the IVR variable.

    Call Center IVR Process Variable Assignment Page17

    Figure 17:Call Center IVR Process Variable Assignment Page
    1. Deploy AI Agent to the ticketing

     a.In [Ticketing - Ticket Intelligent - Q&A Bot - Creat Q&A Bot Rules], you can configure tickets that can be handled by AI Agent.

    Ticketing Configuration - Robot Reception Ticket Page18

    Figure 18:Ticketing Configuration - Robot Reception Ticket Page

     b.In [Ticketing - Operation Flow - Ticket Flow], set the skill group or agent to handle the transfer from the AI Agent to human support.

    Ticketing Configuration - Agent Reception Page After Robot Transfers to Human19

    Figure 19:Ticketing Configuration - Agent Reception Page After Robot Transfers to Human
    # ● AI Agent Chat Example in Live Chat

    The AI Agent will chat based on the knowledge base and task workflow you have configured.

    AI Agent Reception Page in Live Chat20

    Figure 20:AI Agent Reception Page in Live Chat
    Last Updated: 6/6/2025, 2:06:41 PM

    Bot Setting→

    Update Date
    01
    WhatsApp Number Migration Guide
    06-23
    02
    AI Assistance User Guide
    02-26
    03
    Communication Network Log User's Guide
    02-26
    More Articles>
    Theme by Vdoing
    • Follow Sys
    • Line
    • Dark
    • Read