AI Agents

AI Agents are the intelligent core of Moveo's platform, designed to understand and respond to user queries using modern AI technologies. They leverage knowledge-based systems (RAG - Retrieval Augmented Generation) combined with customizable guidelines to deliver accurate, contextual responses to your users.

Knowledge-first approach

Moveo AI Agents primarily operate using a knowledge-based system that combines two key components:

1. Knowledge (What your agent knows)

Collections form your agent's knowledge base. These are curated sets of information from various sources:

• FAQs - Direct answers to common questions
• Documents - PDFs, Word docs, and other files
• Websites - Crawled web content
• Knowledge bases - Structured information repositories

Your AI Agent uses this knowledge to understand context and find relevant information to answer user queries using RAG (Retrieval Augmented Generation) technology.

2. Guidelines (How your agent responds)

Guidelines are instructions that shape how your AI Agent communicates and behaves. They include:

• Custom guidelines - Specific instructions for your use case
• Product information - Details about your offerings
• Response style - Tone, format, and personality
• Handling objections - Strategies for common concerns
• Business rules - Compliance and operational requirements

Think of guidelines as prompting instructions that teach your AI Agent not just what to say, but how to say it in alignment with your brand and business needs.

How AI Agents respond

When a user sends a message, your AI Agent:

1. Searches its knowledge - Finds relevant information from connected collections
2. Applies guidelines - Uses your custom instructions to shape the response
3. Generates an answer - Creates a contextual, accurate response using the configured LLM

This knowledge-first approach means you can build powerful AI Agents by simply:

• Uploading your content (FAQs, documentation, product info)
• Writing clear guidelines
• Testing and refining

No coding or complex workflows required for most use cases.

When to use Dialogs (Advanced)

While knowledge and guidelines handle most conversational needs, Dialogs are available for specific automation requirements:

• API integrations - Connect to external services via webhooks
• Multi-step workflows - Guide users through complex processes
• Conditional logic - Create branching paths based on user input
• Task automation - Execute specific actions (send emails, update databases)

Dialogs are optional and complement the knowledge-based approach when you need deterministic, structured workflows.

AI Agent types

AI Agents can be of different types, each of them trained and optimized for a specific use case. Some of them have predefined guidelines that can be used to enhance the agent's behavior.

tip

Complete the predefined guidelines to get the best out of your AI Agent.

• Early Engagement
  Engage customers early to build relationships, answer questions, and offer info before they commit.

• Product Adoption
  Guide customers through easy product adoption and setup for a quick start.

• Upsell
  Encourage exploring higher-tier options with relevant upgrades and benefits.

• Debt Collection
  Help manage overdue payments with flexible options and reminders for smooth settlements.

• Customer Support
  Provide customer support, addressing inquiries, troubleshooting, and FAQs.