Want to understand how the AI Agent works in OmniServe and how it can be controlled? Here are answers to the most common questions.
Which channels does the AI Agent operate on?
The AI Agent operates across the following supported messaging channels: Facebook, Instagram, X, WhatsApp, and Live Chat. It processes messages in both Arabic and English, accounting for Arabic dialect variation.
What does the AI Agent's knowledge base include?
The knowledge base includes approved text files, approved URLs, and Swagger files that serve as technical references and data endpoints. The AI Agent responds only based on these verified sources to ensure consistency and accuracy.
What happens when the AI Agent cannot handle a request?
The AI Agent automatically triggers escalation, and the conversation is handed over to a human agent for follow-up. The customer is immediately notified that a human agent will take over, and the engagement is routed based on the team's assignment settings.
What is the difference between a team leader's and an agent's permissions for managing the AI Agent?
Team leaders can create, edit, pause, and resume the AI Agent with full access to settings and the inbox. Agents can only view the AI Agent's settings and inbox, with no access to create, edit, or manage it.
Can the AI Agent's response style be customized to reflect the brand's identity?
Yes, the AI Agent's behavior can be guided and customized to reflect the brand's identity, including how responses are expressed through tone, structure, and phrasing, while remaining within the defined knowledge base.
For instructions on configuring the knowledge base or managing access roles, refer to the team leader configuration guide.