Agent Builder

Manu da Silva Updated by Manu da Silva

The Agent Builder is an advanced feature that enhances the capabilities of intelligent agents. In this environment, the agent takes control of conversational flows, triggering them according to the user's intentions. It allows for defining characteristics such as language preferences, tone of voice, and behaviors, giving the agent a unique identity and improving the quality and effectiveness of communication.

Additionally, the Agent Builder offers the functionality to import content related to your business using files, links, or text, automatically integrating it into your company's knowledge base. Users can add content directly from websites or copy and paste the desired material. This capability broadens access to diverse information, enriching the interaction and performance of the intelligent agent.

The Agent Builder is practically a turbo mode for creating intelligent agents, as it is natively integrated with AI and only requires configuring the content and deciding how the agent should behave.

Where to find it

To locate the feature, access your organization and project, click on Artificial Intelligence, and then select Agent Builder from the left-hand side menu on the screen.

When Agent Builder is enabled in the project, the ON symbol will be displayed in the side menu.

How to configure

In the Personality tab, you can set the agent's name and role, choose one of the available personality traits, and specify the agent's goal.

Understand the fields:

Name: Enter the name you want to assign to your agent. This will create a closer connection with your customers.

Occupation: Describe the function or area of expertise of your agent. For example: "Customer Support Assistant" or "Online Sales Specialist." This will provide context to the conversation and help users understand your agent's expertise.

Personality: Choose an adjective that best represents your agent's personality, such as "friendly," "cooperative," "outgoing," among other options available in the module. This will help define the tone and style of the responses.

Goal: Clearly define the main purpose of your agent when interacting with customers. For example: "Help customers find products suited to their needs" or "Provide technical support." This will guide the conversations in a direct and assertive manner.

Behavioral instructions: How you want your agent to behave during interactions. Include guidelines on tone of voice, language style, and other important directives to ensure a consistent and positive user experience.

Click the Save Changes button and proceed to the Knowledge tab.

Instruction examples:

At the beginning of the conversation, always introduce yourself by stating your name and role.
Show empathy and genuine interest in the customers' needs.
Prioritize short and direct responses for effective communication.
Avoid long or detailed answers.
Show empathy when addressing customers' concerns.
Use emojis at the end of sentences.
Demonstrate patience and willingness to solve problems, even in challenging situations, while maintaining a positive attitude.
Always say goodbye politely when ending a conversation, offering thanks and encouraging customers to return if they need further assistance.

Knowledge

In this phase, you can provide all the essential information so that your intelligent agent can effectively access and respond to users. Use the drag-and-drop functionality to import content from files—the text will be extracted and automatically integrated into the knowledge base. Additionally, you can add content directly from websites or write and paste the desired content into the base. Once these steps are completed, click the Save Changes button to ensure all updates are successfully saved.

Upload the documents and files that the agent will use to provide responses:

.pdf, .doc, .docx, .txt, .xls, and .xlsx. (250MB file limit per file)

Enter URLs of websites from which the agent can extract information.

Make sure the websites are reliable and contain relevant data!

Copy and paste or manually write the content that the agent will use to respond to users. Click the Save Changes button to complete the content stage.

Actions

To enable your agent to trigger the necessary flows during interactions, follow the steps below in the Actions section to configure the action correctly:

  1. Click Add Action

  1. Select the Action Type
If you have any doubts about the type or are exploring options, use the Customized Action. However, in all of them, you will need to choose from the list of actions and select the flow to be initiated.
  1. In the Customized Action, describe when it will be triggered and click Next.
  1. Next, select the flow it is associated with and click Next.
  1. At this stage, our AI automatically suggests a name based on the description previously entered, but you can modify it according to your preference. To finish, click Finish.
The **Actions** screen displays the names of the actions, making identification and management easier. By clicking on an action to edit it, you will be directed straight to the corresponding flow, streamlining the process.

You should use actions when a user’s intention is not to generate a response, for example:

To have the AI trigger the second copy of an invoice, configure an action for "whenever the user requests a second copy of the invoice." Select the second copy flow and describe the action, so the AI initiates the flow correctly. This will allow you to handle the request efficiently, ensuring an appropriate response to the user.

In Tunings, choose between Own Model or ChatGPT as the intelligence model to be used in the project. The Own Model is available in the shark-1 version, while to use ChatGPT, you need to provide the access token for OpenAI's API.

Shark is a powerful and secure AI model with extremely high accuracy in generating responses based on the provided context. Additionally, it is highly effective in handling out-of-context interactions and sensitive topics, ensuring security and reliability for the end customer.
Attention: Restore Default Button - Click the Restore Default button if you want to undo the configured changes.

After configuring your agent, click the Save Changes button.

In Advanced Options, you can disable the Agent Builder, and by doing so, your Actions will be replaced by Triggers, which may directly affect your bot's functionality. Ensure that this change is suitable for your flow before proceeding.

Here’s a snapshot of the Agent Builder in action (Agent Preview):

Test the Agent Builder and transform your customer interactions right now!

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