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Knowledge

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

Custom Guidelines​

Custom guidelines allow you to create specific instructions tailored to your business needs and goals. These guidelines ensure the AI agent can adapt to unique use cases or specialized requirements.

How to Create a Custom Guideline​

  1. Click the + Add New Guideline button.

  2. Fill out the Title and Description fields to define your guideline.

  3. Add content in the form and Save the guideline.

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.

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