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Agente AI

Come risponde l'agente AI e come si configura: profili, livello di confidenza, istruzioni, topic ed escalation a un operatore.

Profili AI

Creare più profili AI, il Profilo Default di riserva, giorni e orari di attività, tono di voce e ordine dei profili.

  • “The night profile never activates”
  • “I would like the AI to respond differently at night or on weekends”

AI Profiles: what they are and how to order them

The AI Profile determines how the AI agent behaves: tone, autonomy, Instructions, Topics, and time slots. This guide explains what it contains, how to create a profile for a specific time slot, and why the Default Profile should be at the bottom of the list.

Configuration

Livello di confidenza e autonomia

Quando l'AI invia da sola, quando propone solo un suggerimento e come aumentare l'autonomia in modo graduale.

  • “The AI does not respond on its own, it only offers me a suggestion”
  • “What does the green box in the chat mean?”

Confidence Level: automatic responses and suggestions

How the Confidence Level decides whether the AI sends a response on its own or proposes it as a suggestion, how to recognize the two cases in the chat, and how to use, modify, or analyze a suggestion.

How it works

Istruzioni e Topic

Regole di comportamento sempre valide e risposte fisse per domande ricorrenti, e quando usarle al posto della Knowledge Base.

  • “The AI responds with old information even though I updated the Knowledge Base”
  • “Where do I write that the AI must escalate refund requests to me?”

Instructions and Topics: when to use them

Difference between Knowledge Base, Instructions, and Topics: where to write facts, behavioral rules, and fixed responses, and why a Topic takes precedence over the Knowledge Base.

How it works

Escalation a un operatore

Quando l'AI passa la chat a una persona (Human Escalation), come si riconosce e come la gestisce il team.

  • “The AI hands over the chat to me even if the answer is in the Knowledge Base”
  • “What does the yellow box in the conversation mean?”

Human Escalation: when the AI hands over the conversation to you

What Human Escalation is, how to recognize it in the chat, why the AI might hand over a conversation even when the information is in the Knowledge Base, and what you can check to reduce unnecessary escalations.

How it works