Once your AI agent is trained and ready, it's time to unleash its potential and integrate it into your WhatsApp flows.

Activation and integration

1. Contact support: To activate your AI agent for your workspace, contact Cue support via support@cuedesk.com or reach out to your dedicated account manager.

2. Adding the transfer to AI agent step: Once activated, you'll be able to integrate your AI agent into your existing flows by adding a dedicated "transfer to AI agent" step. When a contact reaches this step in the flow, they will be transferred to a conversation with your AI agent.

How the AI agent works

The AI agent will search through the uploaded documents and create a response based on the most relevant information. At some point during the conversation with your customer, the AI agent will transfer the conversation back to the flow. It will provide a reason for the transfer. Depending on the reason for the transfer, customers will be taken through a specific user journey. The possible reasons for transfer are:

1. Confirmed resolved: If the customer confirms that the AI agent successfully answered their question, the conversation will be marked as "resolved."

2. Confirmed unresolved: If the customer clarifies that the AI agent hasn't resolved their issue after three attempts, the conversation will be transferred back to the flow.

3. Assumed resolved/assumed unresolved: After 24 hours of no response from the customer, the AI agent will assess the situation. If there's no further activity, it will be marked as "assumed resolved" or "assumed unresolved" depending on the context.

4. Human requested: If the customer explicitly asks to speak with a human agent, the conversation will be transferred back to the flow, allowing live agents to take over.

When you deploy your AI agent, you can automate responses to frequent enquiries, freeing up your human agents to focus on complex issues and provide a more personalised touch when needed.

NB: When a conversation is connected with an AI agent, the AI agent can see the entire message history of a conversation. This may include any personal data that a customer has provided in the conversation. When using an AI agent, the full message history for a conversation is shared with Open AI; however, please note that Open AI does not train their models on conversational data shared with them.

Pro tips

• Monitor and optimise: Continuously monitor your AI agent's performance and analyse the transfer reasons. This helps identify areas for improvement and fine-tune your flows.

• Test and refine: Regularly test your "Transfer to AI Agent" step to ensure a smooth transition between automated and human interactions.