Important Note: Available in Preview for select customers.
- How do I create my own Autopilot?
- How can I teach what value the Agentic Autopilot should capture for a variable?
- How can I keep track of the Agentic Autopilot KPIs and metrics?
- How can I make the Agentic Autopilot trigger an Action at the start of the conversation?
- How can I request feedback after the Agentic Autopilot triggers the Knowledge Management search?
How do I create my own Autopilot?
In order to create an Autopilot you must request your account administrator to create a new Agentic Autopilot on your account.
How can I teach what value the Agentic Autopilot should capture for a Variable?
On Agentic Autopilots, the descriptions are extremely important in order for it to know what is the expected behavior. To only capture a specific value on a variable then the description for that variable should include the values allowed.
How can I keep track of the Agentic Autopilot KPIs and Metrics?
The existing tools for Autopilots (Simulator, Overview, Session Monitor) are also available for Agentic Autopilots.
- On Overview, you can track the number of ongoing sessions, the sessions through time, and check the percentage of sessions that were routed to the “Escalation” exit.
- On Session monitor, you can track a session directly, and for each message you have Insights available to confirm the Action that was triggered.
- On the Interaction Analytics application, you can track a session directly and see its progress during a Talkdesk session.
How can I make the Agentic Autopilot trigger an Action at the start of the conversation?
In some scenarios, you might need the Agentic Autopilot to immediately start an action before sending the welcome message to the customer. This is useful when we want to provide the model with information about the customer (e.g. customer name) or when we want to update the model date with the current day. This can be achieved with a custom action:
The only variable needed for the action is the “user text”:
You can then use any component to either parse information from studioInput or to create a new variable to inform the Agentic Autopilot.
How can I request feedback after the Agentic Autopilot triggers the Knowledge Management search?
In some scenarios, we might want to capture user feedback after providing a response from Knowledge Management. This can be achieved by creating a new Action dedicated to capturing feedback.
The action should have at least the following variables:
- “feedback”: Customer feedback based on the response provided.
- “answer FAQ”: The answer that was provided from the search function
- “question from the user”: The user’s question that triggered the search function.
The description for the action should be clear, and explain that it should be triggered after the Search Knowledge Management:
Every time that the search function is triggered gather feedback from the user if the response was useful or not useful. The feedback can be yes, it was helpful, or no, it was not helpful.
Then the Automation goal should inform the LLM that that Action is supposed to be executed whenever the Knowledge Management search is triggered:
Always gather feedback on the response from Knowledge when the search function is triggered.