Two new AI Agent branches have been added to help manage conversations better. The branches are:
- Failure: Speak to Human
- Failure: AI Unable to Answer
Both these branches manage the Contact’s journey when the AI Agent is unable to handle the conversation. The Contact’s journey proceeds to the
Failure: Speak to the Human
branch when, during the conversation, the Contact asks to speak to a human agent. On the other hand, the Contact journeys to the Failure: AI Unable to Answer
branch when the scope of the conversation is outside the knowledge of the AI Agent, e.g., the Contact asks a question outside the scope of the Knowledge Sources provided to it.
Learn more here.
Knowledge Sources: Scheduling website sync
You can now perform more actions on existing Knowledge Sources. Apart from viewing the website's log information, i.e., the links crawled within the website, you can also schedule to recrawl the website periodically using the
Resync
under the Actions
menu. This will update the current data with the most recent content on the website, keeping the Knowledge Source up to date.
Learn more here.
Idle Branch Wait Time Increased
The conversation is automatically closed if it remains idle for a maximum of 1 hour (60 minutes) now; previously, this was 15 minutes. You can alter the value when required.
Learn more here.
Showing AI Instructions
One of the challenges of using an AI Agent in a workflow is understanding its behavior once the workflow is saved or published. The
Show AI Instructions
button has now been added to show you a summary of the AI Agent’s behavior.
Learn more here.
Knowledge Sources: Support for Text File Format
You can now also upload text files apart from PDF files as Knowledge Sources.
Learn more here.
Other Improvements
- The AI Agent will now prioritize seeking clarification or getting more context before sending the fallback message; "I cannot find the answer in the provided context." The fallback message will only be used after attempting to clarify the contact's inquiries and if the AI Agent is unable find an answer.
- Error messages such as “I cannot find the answer in the provided context” are now sent in the same language as the conversation.