Got questions about your AI Agent? We’ve gathered the most frequently asked questions to help you understand how it works, what it can do for your team, and how to make the most of its powerful features.

This help file list a selection of frequently asked questions.

Before you start

 
  • You must have the AI Assist add-on. See here for information on pricing..
  • To add an AI Agent, you’ll need an Admin or Team lead account.
  • If you don't already use eDesk, our free trial includes a limited version of the AI Agent. Existing customers should contact support to trial the AI Agent.

01 Replying to tickets

How does the AI Agent know what to say?
The AI Agent has been built to generate replies based on a number of sources with many guardrails in place to ensure the most accurate answers. Learning from past interactions (both human and AI Agent interactions) and using Training content, Policies and Instructions, the AI Agent constructs natural language replies using your brand voice and tone while sticking to the content you have provided. That is why it is important to provide as much information as possible fro the AI to use!

What does confidence mean in relation to the AI Agent replying to tickets?
Confidence is how well the AI Agent believes it can reply to the customer accurately. To calculate Confidence, the AI classifies the message and then the AI Agent checks what it has learnt from the Training Content, Policies, and Instructions to assess whether it has all the information it needs to answer the query. The AI Agent will only answer when confident and the profile settings are set to Auto reply. If the profiles settings are set to Auto reply but the AI Agent is not confident, it will not reply and will create a draft instead.

Does the AI Agent reply to a ticket only once?
No, if the customer sends a follow-up message, the AI Agent will continue the conversation and can finish it. Or an agent can answer and the AI Agent can take over upon the customer’s reply.

If AI Agent is set to auto reply for a channel, can a human agent reply instead? 
If you set an auto reply delay that allows a human Agent time to answer the ticket, then the human Agent can cancel the scheduled auto reply from the AI Agent and reply themselves instead via the Reply box. 

If I already have autoresponders like OOO templates set up and I create an AI Agent for the same channel, what happens?  
In this scenario, the AI Agent has priority and will take ownership of the ticket. Autoresponders will continue to work for tickets that are for channels without an AI Agent or for tickets that are exempted in the AI Agent settings.

02 Settings

How do I turn off the AI agent?
If you want the AI Agent to stop generating replies, go to Settings > Agent > Settings tab and select Off. Replies will no longer be generated but you will still see prompts above the reply box.

To stop the AI Agent form working on a channel, go to Settings > Agent > select the profile where the channel is selected. In the Channel list, deselect the channel and press Save. Once removed from the profile, the AI Agent will no longer suggest prompts or replies on tickets for that channel.

How can I see what the AI Agent will say when I turn on Auto reply?
If you want to eventually enable Auto reply so the AI Agent replies to tickets without human intervention, Preview is a great way to see what will happen! Preview allows the AI Agent to generate replies as it would when Auto reply is enabled but instead of sending the message, it will be visible in the ticket with a "Preview" tag and a human agent will need to send it. If the AI Agent is not fully confident in the reply, a draft will be displayed. 

How many profiles do I need?
This depends on your business setup. One profile is enough if all channels use the same Training content, Instructions and Policies, You can also specify the country/cannel when creating the content. However, if you prefer to keep everything separate, you can create multiple profiles.

03 Billing

How much does the AI Agent cost?
You must have the AI add-on in order to use the AI Agent. Once active, each ticket that is resolved by the AI Agent is charged at 99c. For more information on pricing, see here.

What tickets are counted as a 99c resolution?
Any ticket that was resolved by the AI Agent, without human intervention and did not reopen within 72 hours after the last message.

Further reading

To learn about AI Agents, see here.
To learn about AI Agent Profiles, see here.