Super interesting. Would love to hear how “business data” is defined, but some things that I think would be helpful:
– Knowing price book
– Knowing typical response times for a human
– The AI agent would be able to take action. IE, add a lead, change status, change a customer job (if the customer can confirm name/email, phone number) and even tentatively schedule time on calendar, pending approval from a human.
– Adjust the agent to be more sales-focused and recommend upsells, generous with offering discounts OR more support-oriented, explaining package details more thoroughly, asking questions to keep customer engaged til a human arrives, changing schedule, billing, etc.
– hugely important: The ability to specifically omit certain information
– For reference, Gorgias (Ecommerce customer support desk) has an EXCELLENT AI agent that is very customizable. It’s easy to provide “Guidances” to the AI in almost real-time to make edits to how it responds. You can clearly see what it’s been trained on, what it’s not allowed to say, and specific actions it should or should not take. With the “Guidances”, we were able to train the agent to a 4.2 CSAT in approximately 65 days, across over 1100 interactions. Having ability to easily customize the agent is huge.
– Analytics. able to see CSAT, average resolution time, and amount of customers engaged with would be awesome. CSAT most important by far.
Log in to comment and vote
Comments1
Josh Sipma
Nov 11
Super interesting. Would love to hear how “business data” is defined, but some things that I think would be helpful:
– Knowing price book
– Knowing typical response times for a human
– The AI agent would be able to take action. IE, add a lead, change status, change a customer job (if the customer can confirm name/email, phone number) and even tentatively schedule time on calendar, pending approval from a human.
– Adjust the agent to be more sales-focused and recommend upsells, generous with offering discounts OR more support-oriented, explaining package details more thoroughly, asking questions to keep customer engaged til a human arrives, changing schedule, billing, etc.
– hugely important: The ability to specifically omit certain information
– For reference, Gorgias (Ecommerce customer support desk) has an EXCELLENT AI agent that is very customizable. It’s easy to provide “Guidances” to the AI in almost real-time to make edits to how it responds. You can clearly see what it’s been trained on, what it’s not allowed to say, and specific actions it should or should not take. With the “Guidances”, we were able to train the agent to a 4.2 CSAT in approximately 65 days, across over 1100 interactions. Having ability to easily customize the agent is huge.
– Analytics. able to see CSAT, average resolution time, and amount of customers engaged with would be awesome. CSAT most important by far.