How do I set up my AI agent to use help center content?

Question

How do I use an AI agent to generate answers from my help center content? Are the recommended articles based on the organizations that the end users belong to?

Answer

AI agents always respect the end user's permissions in the help center. AI-created replies and article recommendations from the AI agent are based on the viewer's user segment.

The steps to set up an AI agent depend on your plan level and the features you have access to. Before you publish an AI agent, make sure that you have content available in the help center. For more details, see Optimizing your help center content for AI agents.

AI agent - Essential

Follow the steps in Getting started with AI agents - Essential:

Create the AI agent

Create an instruction for the AI agent to provide answers from the help center. Test the agent to confirm that the instruction works for common questions.

Go to Advanced settings and configure additional settings that affect the AI agent’s behavior

Publish the AI agent

AI agents - Advanced

Follow the steps in Getting started with AI agents - Advanced:

Create a new zero training agent

Configure the settings for your advanced AI agent based on your company setup and business needs

Create a use case that instructs the AI agent to use help center content when customers ask a question

You can also create a dedicated conversation flow for common scenarios your business runs into. Use the generative replies block to address customer questions with help center content and show the sources used to generate an answer.