Comm100 AI Agent can be applied to Live Chat, social (WhatsApp, WeChat, Twitter, Facebook, Instagram, LINE, and Telegram), and SMS channels to help improve your customer service. Using an AI Agent to reach out to your customers brings numerous benefits in terms of enhancing user experience, streamlining operations, and improving overall business performance.
After creating an AI Agent, you can deploy your AI Agent into the Channel you want to apply.
Note:
- Before setting up the AI Agent for the social and SMS channels, ensure that your social and SMS accounts are added to Comm100. To learn more on adding social and SMS accounts to Comm100, see this article.
- To learn more about how to create an AI Agent, see this article.
Set Up the AI Agent for Live Chat
To set up the AI Agent for Live Chat, follow these steps:
- Log in to the Comm100 Control Panel.
- From the left navigation menu, go to Live Chat > Campaign > AI Configuration. If you have multiple campaigns, make sure to choose the correct campaign from the dropdown list.
- On the AI Configuration page, go to the AI Agent section, and choose an AI Agent from the drop-down list. You can only choose an AI Agent in the Live Chat channel.
- Define chat distribution to the AI Agent. You can choose to allocate chats to the AI Agent when agents are online, offline, or both.
- When agents are online: The settings vary depending on whether routing rules are enabled for the campaign.
- When routing rules are enabled, the chats are routed to the AI Agent based on the settings from Live Chat > Campaign > Routing Rules. You can also enable the queue length option and set the queue length threshold.
- When routing rules are disabled, you can allocate chats by defining a queue length or setting the percentage of distribution. Note: If you choose the option to define queue length, the new chat requests are distributed to the AI Agent when the total requests waiting in the queue reach the defined threshold. This option works only when you accept chats automatically.
- When routing rules are enabled, the chats are routed to the AI Agent based on the settings from Live Chat > Campaign > Routing Rules. You can also enable the queue length option and set the queue length threshold.
- When agents are offline: All chats are allocated to the AI Agent.
- When agents are online: The settings vary depending on whether routing rules are enabled for the campaign.
- Click Save.
Set Up the AI Agent for SMS and Social Channels
To set up the AI Agent for SMS and social channels, follow these steps:
- Log in to the Comm100 Control Panel.
- From the left navigation menu, go to Ticketing & Messaging > Channels.
- Select the social channel for which you want to configure the AI Agent. The following steps takes Instagram as an example.
- Go to the AI Configuration tab, and click the pencil icon against the account that you want to apply the AI Agent to.
- On the Edit AI Configuration page, select an AI Agent for the social channel account. You can only choose an AI Agent in the corresponding channel.
- Set a percentage of routing tickets to the AI Agent when the agents are online or offline.
- When routing rules are enabled, the tickets are routed to the AI Agent based on the settings from Ticketing & Messaging > Settings> Routing Rules. You can view or modify the settings by clicking the routing rules link.
- When routing rules are disabled, you can allocate chats by setting the percentage of distribution.
- When routing rules are enabled, the tickets are routed to the AI Agent based on the settings from Ticketing & Messaging > Settings> Routing Rules. You can view or modify the settings by clicking the routing rules link.
- Click Save.
The AI Agent has been successfully deployed to the Instagram channel account.
