AI Support Agent
The Blueticks AI Support Agent provides 24/7 automated customer support through WhatsApp. This feature allows businesses to respond to customer inquiries instantly, even when staff is unavailable.
Features
- 24/7 Automated Support: Provide round-the-clock customer service
- Seamless WhatsApp Integration: Works directly within your existing WhatsApp Web
- AI-Powered Responses: Intelligent answers based on your knowledge base
- Custom Knowledge Base: Train the AI with your specific business information
- Multilingual Support: Communicate with customers in multiple languages
- Conversation Handoff: Smooth transition from AI to human agents when needed
How It Works
The AI Support Agent is built on top of the Blueticks Bot System, utilizing several key components:
- Agent Node: An autonomous AI assistant that handles conversations with users
- Knowledge Base: Stores and indexes your business information for the agent to access
- Trigger Mechanisms: Activates the agent when users send messages through WhatsApp
By combining these components, we create a powerful system that can understand user questions, search your knowledge base for relevant information, and provide helpful, accurate responses automatically.
How to Set Up Your AI Support Agent
Installation and Activation
- Ensure you have the Blueticks extension installed
- Click the Blueticks icon in your browser toolbar
- Select "AI Support Agent" from the menu
- Toggle the agent to "Active" status
Creating Your Knowledge Base
- From the AI Support Agent dashboard, select "Knowledge Base"
- Add information in one of these ways:
- Upload documents (PDF, DOCX, etc.)
- Add website URLs for the AI to crawl
- Manually enter FAQ items
- Import from existing systems
Learn more about creating and managing Knowledge Bases.
Configuring Agent Behavior
- Go to "Agent Settings" in the dashboard
- Customize:
- Greeting messages
- Working hours (when to engage vs. when to notify about delays)
- Handoff triggers (when to involve a human agent)
- Response style (formal, casual, etc.)
- Languages supported
See the Agent Node documentation for more advanced configuration options.
Testing Your Agent
- Use the "Test Agent" feature to simulate customer inquiries
- Review responses and refine your knowledge base as needed
- Conduct test conversations from another WhatsApp account
Building Custom Workflows
For more advanced use cases, you can create custom agent workflows using the Bot System:
- Create a new agent in the Bot System dashboard
- Configure a Trigger Node for WhatsApp messages
- Add Question Nodes to collect user information
- Use Condition Nodes to create branching logic
- Implement an Agent Node with Knowledge Base access
- Connect to external systems with Webhook Nodes if needed
Monitoring and Improving
Dashboard Analytics
- View key metrics like:
- Number of conversations handled
- Average response time
- Customer satisfaction ratings
- Common questions asked
- Handoff frequency
Performance Optimization
- Regularly review conversation transcripts
- Identify gaps in the knowledge base
- Add information for questions the AI couldn't answer
- Fine-tune response accuracy and tone
Best Practices
- Start Small: Begin with common FAQs before expanding capabilities
- Clear Disclosure: Let customers know they're talking to an AI
- Human Backup: Always have human agents available for complex issues
- Regular Updates: Keep your knowledge base current with new products/policies
- Review Analytics: Use data to continuously improve agent performance
- Iterate on Prompts: Refine your Agent Node system prompts for better responses
Limitations
- Complex, nuanced issues may require human intervention
- The AI works best with factual information rather than subjective judgments
- Response quality depends on the thoroughness of your knowledge base
Privacy and Security
- Customer data is handled according to WhatsApp's security standards
- Knowledge base information is encrypted
- Conversation logs can be configured to comply with your privacy policies
