1. How do I set up a workflow to manage service requests using AI Agents?
  2. Customize and Extend Service AI Agents Used in Your Workflow

Customize and Extend Service AI Agents Used in Your Workflow

Our out of the box AI agents should suffice for regular service request management. However for specific business requirements, you may want to customize and extend these out of the box service AI agents.

To customize an out of the box AI agent:

  1. Create a custom agent by making a copy of an existing AI agent:
    1. Navigate to Tools > AI Agent Studio.
    2. Search for the AI agent and click Copy Template.
    3. Enter an agent team suffix, such as "_copy", and click Continue.
    4. Customize this agent by removing existing tools or adding new ones.
  2. Create a tool:
    1. Click the Tools tab and click Add.
    2. Provide the required details.

      For example, to create a document tool, select Tool Type as Document, set the status to Ready to publish, add the required documents, and save.

    3. Click Create.
  3. Create an agent:
    1. Click the Agents tab and click Add.
    2. Provide the required details.

      For example, in the Prompt field you can write a prompt asking the agent to answer a question using both the built-in Knowledge Search tool and the custom tool you created in the previous step.

    3. To add formatting requirements, click the LLM tab, for Summarization Mode select Enable using custom prompt, and provide the instructions in the Summarization Prompt field.
    4. Click Create.
    5. Search for the required tool, click Add icon, and click Add.
    6. Click Create.
  4. Create an agent team:
    1. Click the Agent Teams tab and click Add.
    2. Provide the required details and click Create.
    3. Search for the agent you created in previous step, click Add icon, and click Add.
    4. Click Debug icon to test your agent team.
    5. Click Publish.
  5. Configure your custom agent:
    1. Click the Agent Teams tab.
    2. Search for the custom agent you created in step 1, and click the Edit icon.
    3. Click on the Agents icon and click Add icon next to New Supervisor Agent to coordinate the activities between the agents.
    4. Update the prompt instructions to include the required agents and click Create.
    5. Search and add the custom agent team you created in step 4.
    6. Click Debug icon to test your custom agent team.
    7. Click Publish.