Chatbot - Using AI Agents
The AI Agent allows the chatbot to automatically respond to users using artificial intelligence, interpreting questions and generating responses based on a configured context. This makes support more natural, flexible, and capable of handling open-ended questions.
Unlike rigid flows with buttons or fixed paths, the AI Agent understands the intent of the user's message and responds dynamically.
How the AI Agent works
When the AI Agent is active in the chatbot:
The user sends a message.
The AI analyzes the content of the question.
The system consults the configured context (information, rules, or knowledge base).
The AI generates an appropriate response and sends it to the user.
This makes it possible to answer questions such as:
Service hours
Information about products or services
Frequently asked questions
General guidance
All without the need to create a specific flow for each question.
To create your AI Agent, see the article below:
A.I. Agents - Initial SettingsConfiguring the AI Agent MCP - Creating an Agent to Rewarm LeadsWhere the AI Agent can be used
The AI Agent can be used at different points in the chatbot, for example:
Initial support to answer general questions
Automatic support before routing to an attendant
Flow supplement, when the user asks questions outside the bot's script
Knowledge base, answering questions about products, services, or processes
Best practices when using AI in the chatbot
To get better responses, it's important to configure the AI context well.
It is recommended to:
Insert clear company information
Define service rules
Include frequently asked questions and answers
Inform products, services, and hours
The more complete the context is, the more accurate the AI's responses will be.
Integration with human support
Even while using AI, the chatbot can route the user to an attendant when necessary.
Some examples:
When the AI doesn't know how to answer
When the user requests to speak with an attendant
When human support is needed
Thus, the AI Agent helps to automate a large part of conversations, while still keeping the possibility of human support when needed.
✅ Tip: The AI Agent can be combined with traditional chatbot flows, using menus, buttons, and automations to create a more complete support experience.
Last updated
Was this helpful?