Knowledge

This configuration ensures the AI agent is equipped with the necessary context, benefits, and objection-handling strategies to effectively support customers.

Connect a collection

To connect a collection to an AI Agent, follow these steps:

1. Navigate to the AI Agent's Knowledge tab.
2. In the left card, select the desired collection from the dropdown.
3. Click the Connect button.

Guidelines

Knowledge guidelines are rules that define how the AI agent should behave. They let you give specific instructions, add nuance to responses, and adapt the AI to your unique business needs or use cases.

They are different from collections since guidelines are not a source of information for the AI agent. They are more like instructions for the AI agent to follow.

Custom guidelines

Custom guidelines can be defined for each AI Agent, regardless of the default ones it includes.

To add them do:

1. Navigate to your desired brain.
2. Click on the Knowledge tab.
3. Click on the Custom guidelines tab.
4. Click on the Add guideline button.

This new guideline will be at the end of the list of guidelines.

Product overview

Provide a clear and concise description of the product or service the AI agent will handle. This enables the AI agent to understand the product context and communicate its value effectively.

What to include:

• A brief summary of the product.
• Highlight the product's general use or target audience.

Product benefits and features

Highlight the key advantages and unique features that make the product stand out. Clearly defined benefits and features enable the AI agent to effectively communicate value to customers, address their needs, and highlight what makes the product unique.

What to include:

• A list of the product’s most important benefits.
• Key features that differentiate the product.

Loyalty program and bonus points

Outline how customers can earn, redeem, and benefit from loyalty rewards. This section helps the AI agent explain the value of loyalty programs to customers, driving engagement and encouraging participation in reward initiatives.

What to include:

• Details on the loyalty program structure.
• Information on how users can earn and redeem points.
• Key benefits of participating in the loyalty program.

Handling objections

Provide strategies and responses to address common customer concerns and objections effectively. Preparing for objections ensures the AI agent can handle customer concerns smoothly, boosting confidence in the product and reducing barriers to adoption.

Configuration details:

• Objection:
  Define a common concern or issue a customer might raise.

• Example response:
  Provide a clear, concise, and reassuring response to address the objection.