AI Agents
AI Agents are artificial intelligence assistants that automatically respond to your customers 24/7. Each agent is trained with your business-specific information to provide accurate and fast answers to your customers' questions.
What is an AI Agent?
An AI Agent is a smart assistant that uses advanced AI models. Agents can:
- Understand and respond to your customers' questions
- Be trained with your business-specific knowledge base
- Communicate in different languages
- Manage complex conversations
- Transfer to a human agent when necessary
Creating a New Agent
- Go to AI Agents from the left menu
- Click the New Agent button
- Configure agent settings
Basic Settings
| Field | Description |
|---|---|
| Agent Name | The name customers will see (e.g., "DOLU Assistant") |
| Description | A short text describing the agent's purpose |
| Status | Active or Inactive |
Personality Settings
Set the agent's communication style:
- Professional: Uses formal and corporate language
- Friendly: Uses a warm and approachable tone
- Technical: Provides detailed technical explanations
Language Settings
Select the languages the agent supports:
- Turkish, English, Arabic, German, French, Spanish, and more
The agent automatically detects the customer's message language and responds in the same language.
Knowledge Base
The knowledge base contains the information needed for the agent to provide accurate responses.
Methods for Adding Information
- Manual Entry: Add FAQs and answers one by one
- File Upload: Upload PDF, Word, or text files
- Website: Automatically crawl your website content
- API: Pull information from external systems
Agent Behaviors
Welcome Message
Customize the response the agent gives when a customer sends their first message.
Transfer Rules
Define when the agent should transfer to a human representative:
- When certain keywords are detected
- When the customer expresses dissatisfaction
- When the agent cannot answer the question
- After a certain number of messages
Message Limits
- Maximum message length: 4,000 characters
- Wait time: 3 seconds
- Daily message limit: Plan-dependent
Performance Monitoring
Track agent performance:
- Messages Answered: Total messages responded to
- Average Response Time: How quickly it responds
- Satisfaction Rate: Customer feedback
- Transfer Rate: Percentage of conversations transferred to humans
Best Practices
- Enrich the knowledge base: The more information you add, the better the agent responds
- Update regularly: Add product, price, and policy changes immediately
- Test: Test the agent with test conversations before going live
- Review feedback: Regularly check customer reviews
- Optimize transfer rules: Reduce unnecessary transfers