Skip to main content

Build your first AI agent

Build an AI agent that answers questions from your own content, then put it live on a channel. The whole path takes about 10 minutes, and it needs no code and no workflows.

At the end, you have an AI agent that:

  • Answers questions from the content in its knowledge base.
  • Follows your guidelines for its goal, tone, and limits.
  • Replies to real users on the web channel or on another channel.

Before you begin​

  • A Moveo account. A new account already has a default AI agent, a rule that assigns it, and a web integration. You can use them or create your own.
  • Some content for the AI agent: 20 to 30 FAQs, a few documents, or a public website.

Step 1: Create your AI agent (~1 min)​

  1. Go to AI Agents.
  2. Select Create.
  3. Select the agent type that matches your use case:
    • Customer Support: FAQs, troubleshooting, and help content.
    • Product Adoption: onboarding and feature guidance.
    • Early Engagement: relationships and pre-purchase conversations.
    • Upsell: premium features and upgrades.
    • Debt Collection: overdue payments and settlements.
  4. Select Continue.
  5. Enter a descriptive name, for example, "Customer Support Agent".
  6. Select the language of the AI agent.
  7. Select Create.
The Create your AI Agent dialog with Customer Support selected and the Continue button.The Create your AI Agent dialog with Customer Support selected and the Continue button.
tip

The agent type adds preset guidelines for its use case. You can change them later.

Step 2: Create and fill your knowledge base (~3 min)​

The knowledge base is the information that the AI agent uses to answer questions. Think of the knowledge base as what the AI agent answers, and the guidelines as how it answers.

Create the knowledge base​

  1. Go to Knowledge.
  2. Select + Create.
  3. Enter a name for the knowledge base, for example, "Product documentation".
  4. Select the same language as the AI agent.
  5. Select Create.

Add your content​

Use FAQs for short, common questions:

  1. Select Create.
  2. Enter the question and the answer.
  3. Select Create.

Example:

Question: What are your business hours?
Answer: We're open Monday-Friday 9AM-6PM EST.
        For urgent issues, our emergency support is available 24/7.
note

The knowledge base splits the content into fragments of about 400 words for retrieval.

Step 3: Connect the knowledge base to your AI agent (~1 min)​

  1. Open your AI agent.
  2. Go to the Guidelines tab.
  3. In the Knowledge base section of the right panel, select Connect.
  4. In Knowledge base, select your knowledge base from the list.
  5. Select Save.
The Connect knowledge dialog with the Help center knowledge base selected and the Save button.The Connect knowledge dialog with the Help center knowledge base selected and the Save button.

The AI agent can now use all the content in the knowledge base.

warning

If the knowledge base is not in the list, make sure that it has the same language as the AI agent.

Step 4: Write the guidelines (~2 min)​

Guidelines set how the AI agent talks and what it tries to do. The agent type adds preset guideline sections for its use case. A Customer Support agent has Handling objections. A Debt Collection agent adds Goal. Product Adoption, Early Engagement, and Upsell agents add Goal, Overview, and sections about the product.

  1. In the Guidelines tab, fill in the preset sections. The Table of Contents lists them.
  2. For other topics, write them in Custom instructions, or select + to add a new guideline.
The Guidelines tab with the preset Handling objections section, Custom instructions, and the Add guideline button.The Guidelines tab with the preset Handling objections section, Custom instructions, and the Add guideline button.
tip

If the agent type has Goal, start with it, for example, Guide the user through the payment of a subscription. Then fill in the other sections to add context.

For more guidance on guidelines, see Knowledge and guidelines.

Step 5: Test the AI agent (~1 min)​

  1. Select Test in the top-right corner of the page.
  2. In the test panel, enter a question that your content covers.
  3. Press Enter and read the reply of the AI agent.

The AI agent answers from the knowledge base. For example, if your FAQs include the business hours, ask "What are your business hours?" and expect those hours in the reply.

Try different types of questions:

  • Direct questions from your FAQs.
  • Questions that need information from more than one source.
  • Edge cases and unclear questions.
  • Questions outside the scope of your content.
tip

If a reply is not correct, refine the guidelines or add more specific content to the knowledge base.

Step 6: Publish the knowledge base (~1 min)​

New content in a knowledge base has the Draft status. The test panel uses draft content, but live conversations use only published content. Publish the content before you deploy the AI agent.

  1. Go to Knowledge and open your knowledge base.
  2. Select Publish.
  3. Select Publish all.

For more about drafts, see Publish.

Step 7: Deploy the AI agent to a channel (~2 min)​

A rule tells Moveo which AI agent answers a new conversation, and an integration connects a channel. A new account has a rule that assigns the default AI agent and a web integration that is already connected.

  1. Go to Deploy → Rules.
  2. Open the rule that assigns the default AI agent. To create a new rule instead, select Create, enter a Name, and select Continue. Then set Trigger to Customer starts conversation.
  3. In Actions, set Assign AI Agent to your new AI agent. Then select Done.
  4. Go to Deploy → Connections and connect a channel. For a website, follow Get started with the web channel. For other channels, see the integrations overview.
The Website visitors rule with the Customer starts conversation trigger and the Assign AI agent action for the Customer support AI agent.The Website visitors rule with the Customer starts conversation trigger and the Assign AI agent action for the Customer support AI agent.

The AI agent now answers new conversations on the connected channel. Send a message from the channel to check it. Rules do not run in the test panel.

note

You can see environments in the console. A new account has a live environment, so you do not need to configure one for this quickstart.

Next steps​

Common questions​

Q: How much content do I need? A: Start with 20 to 30 FAQs or 10 to 15 pages of documentation. Add more content when you see what users ask.

Q: Can I use more than one knowledge base? A: No. Each AI agent connects to one knowledge base. Add all the content that the AI agent needs to that knowledge base.

Q: What does the AI agent do with a question that it cannot answer? A: It follows your guidelines. Add a fallback guideline, for example: If you do not know the answer, say: "I do not have that information, but I can connect you with our support team."

Q: When do I use dialogs? A: Use dialogs only for a fixed workflow, such as an API call, a form with many steps, or conditional logic. The knowledge base and the guidelines cover most conversations.

Troubleshooting​

If the AI agent does not reply as you expect, do these checks:

  1. Make sure that the knowledge base contains the information for the question.
  2. Make each instruction in the guidelines clear and specific.
  3. Ask the same question in different words.
  4. Make sure that the AI agent and the knowledge base use the same language.
  5. Read the suggested improvements in Insights.
Last updated on