How GenerativeAgent Works

Discover how GenerativeAgent functions to resolve customer issues.

GenerativeAgent operates by:

1. Analyzing customer interactions in real-time
2. Accessing relevant information from your knowledge base
3. Interacting with back-end systems through APIs
4. Generating human-like responses to resolve issues

Unlike traditional bots with predefined flows, GenerativeAgent uses natural language processing to understand and respond to a wide range of customer queries and issues.

How It Works

GenerativeAgent seamlessly integrates with your existing customer support infrastructure, providing AI-powered assistance across voice and chat channels. Here’s a simplified overview of how GenerativeAgent operates:

1. Conversation Initiation: When a customer starts an interaction, your system sends the conversation data to GenerativeAgent.

2. GenerativeAgent Activation: GenerativeAgent is initiated to handle the conversation, taking over the interaction with the customer.

3. Information Processing: GenerativeAgent analyzes the customer’s input, considering the full context of the conversation.

4. Task Identification and Execution: Based on the configured tasks you’ve defined, GenerativeAgent:

   • Identifies relevant tasks to address the customer’s needs
   • Accesses necessary information from your knowledge base
   • Interacts with your APIs to perform required actions

5. Response Generation: GenerativeAgent creates human-like responses to communicate with the customer, providing information or confirming actions taken.

6. Continuous Interaction: This process continues, with GenerativeAgent handling the back-and-forth with the customer until all issues are resolved.

7. Escalation (if needed): If the customer has an issue that GenerativeAgent is not configured to handle, it will smoothly escalate the conversation to a human agent.

This flexible approach allows GenerativeAgent to handle a wide range of customer interactions efficiently, only involving human agents when necessary.

We provide a technical flow chart for how these steps apply to the technical integration

Previewer Tool

To help you understand and fine-tune GenerativeAgent’s performance, we provide a Previewer tool. This allows you to:

• Observe GenerativeAgent in action with simulated customer interactions
• See the logic and actions GenerativeAgent performs in real-time
• Gain insights into how GenerativeAgent makes decisions and uses your configured tasks, knowledge base, and APIs

By leveraging GenerativeAgent’s advanced capabilities and the insights provided by the Previewer tool, you can create a powerful, transparent, and efficient AI-driven solution for your customer support needs.