Freddy AI Agents are people-first AI-powered bots that learn from various knowledge sources to answer how-to queries. The AI Agents can learn from Files, Web links, Solution articles, and custom Q&As. 

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Benefits of Freddy AI Agent

Freddy AI Agents can:

  1. With easy configuration, offer customized responses to customer queries from your knowledge sources in just a few clicks.
  2. Provide an enhanced conversational user experience with multi-turn question answering, enhanced small talk, a multilingual experience, and much more.


Setup Freddy AI Agent

You can go live with Freddy AI Agent in a few easy steps:

  1. Create a new Freddy AI Agent
  2. Configure the AI Agent (Add knowledge sources, Configure bot messages, and other settings)
  3. Map the AI Agent to a channel to go live.

Create a new Freddy AI Agent

  1. As an admin, navigate to AI Agents and Chatbots.
  2. Take the guided tour to explore the Ai Agent settings and Configuration.
  3. Or else, click Create new, name your AI Agent, choose AI Agent option.
  4. Select the Primary language and click Create.

Configure the AI Agent

After creating the AI Agent, configure its capabilities using the options below:


A. Add knowledge sources:

In the Knowledge sources section, use the Configure tab to add the knowledge sources from which you want the bot to learn.


Knowledge source upload guide:

Files

Type

  • File formats supported - .txt, .docx and .pdf.
  • Maximum file size: 35MB
  • Uploaded PDF files should not be password-protected. 

AI Agent level limits

  • A maximum of 25 files can be added to a bot

Account level limits

  • A maximum of 200 files can be added per account.

URLs

Type

  • Only publicly available URLs are supported. 
  • (example: www.acme.com/warranty/India) 
  • AI Agent cannot learn from any private URLs.
  • The AI Agent will only learn from static text content available in the URL; learning from video, animations, or screenshots is not currently supported.

AI Agent level limits

  • A maximum of 10 URLs can be added to an AI Agent.

Account level limits

  • A maximum of 25 URLs can be added per account.


Learn more about Knowledge Sources.


B. Configure Instructions (Optional)    

To ensure your AI Agent meets your business needs, you can set specific instructions that dictate how it should respond in various scenarios.


In the Instructions section, you can manage and customize the following:

  1. Default Instructions: Edit or delete the default instruction provided, ensuring the bot aligns with your communication standards.
  2. Additional Instructions: Add multiple instructions to guide the bot's behavior and responses based on specific triggers.
  3. Writing Tips: Utilize the provided guidelines to craft clear and effective instructions that enhance customer interactions.

Once you're satisfied with the changes, click Save to implement the new instructions.


Learn more about managing Instructions.


C. Configure Preset Messages (Optional)

We have preconfigured bot messages to make it easy for you. You can change any of the preset messages at any time based on your preferences.

  1. In the Preset messages section, you can configure how bots can interact with customers by customizing the following flow based on your requirements:
  2. Introductory greeting- Customize how you want the bot to greet customers. You can also use placeholders through which the bot can pull field values such as customer name, email, phone, etc.
    1. Failure Message - Set a failure message in case the bot cannot respond with an answer.
    2. Feedback - Collect customer feedback so you can improve bot performance.
    3. Automate agent handoff - Set the message to send to the customer while switching the conversation to an Agent.
  3. Click Save.

Learn more about Preset Messages.


D. Settings (optional)

In the Settings section, you can configure the following advanced settings:

  1. Auto-resolve due to inactivity - Set the timeframe in which the conversation can be closed in case the customer is not responding
  1. Customize - Set the bot name and avatar. Click Advanced customization for further customization.

Learn more about the Bot inactivity and customization.

Map to a channel to go live

Choose the channel of your preference to make the Freddy AI Agent live by clicking on Map to Channel.

Learn more about Map to Channels.


Analyze bot performance

You can use the Analyze and Conversation logs tab to view the bot's performance and review specific conversations.

  • Performance Summary section
    You can view bot engagement metrics like the total number of conversations, resolved rate, number of agent transfers, etc., and filter performance by the Source used by the bot.


Learn more about Performance Summary.

  • Improve bot section - Here, you can configure the following sections to improve bot performance:
    1. Unanswered queries: Shows the queries for which the bot could not respond. To improve bot efficiency, you can either enhance your Knowledge Base with better content or add Q&As to train the bot.
    2. Answered queries: You can review the answers provided by the bot. It is recommended that you create Q&As to respond with specific answers to certain queries
    3. Unhelpful responses: Check why some of the responses were marked as unhelpful by the customer and add additional information in your Knowledge Base or add Q&As

Learn more about Improve bot

  • In the Conversation logs tab, you can view the following details of a conversation: 
    1. Customer's name
    2. The time the conversation started
    3. Unique conversation ID
    4. Conversation's status. 
    5. Link to the respective conversation

Click the icon under the conversation inbox column to go to the respective conversation. You can filter these conversations by time, status, customer properties (name, email, phone, etc.), and conversation ID.



Learn more about Conversation logs/lists