> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/convert/chatbot/chatbot-common-questions/chatbot-using-ai-agents.md).

# 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.

{% embed url="<https://youtu.be/8r8Iwjmkav8>" %}

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### How the AI Agent works

When the **AI Agent** is active in the chatbot:

1. The user sends a message.
2. The AI analyzes the content of the question.
3. The system consults the **configured context** (information, rules, or knowledge base).
4. 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:

{% content-ref url="/pages/861bb44c720660c049e303ea9addac19dfc003cc" %}
[AI Agents - Initial Settings](/en/topics/artificial-intelligence/ai-agents/ai-agents-initial-settings.md)
{% endcontent-ref %}

{% content-ref url="/pages/51adcffad614e83955c54e913438e004abf88441" %}
[Configuring the MCP AI Agent - Creating an Agent to Rewarm Leads](/en/topics/artificial-intelligence/ai-agents-mcp/configuring-the-mcp-ai-agent-creating-an-agent-to-rewarm-leads.md)
{% endcontent-ref %}

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### Where 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

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### 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.

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### 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.

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✅ **Tip:** The AI Agent can be combined with traditional chatbot flows, using menus, buttons, and automations to create a more complete support experience.

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