Converting an AI agent from expression-based to zero-training

If you’ve already created an AI agent that uses expressions, you can quickly convert it to a zero-training AI agent that uses use cases.

Converting an existing AI agent lets you take advantage of the benefits of use cases without losing access to the AI agent’s historical data, which is useful for reporting purposes.

This process requires no downtime for the AI agent.

Watch the video below for a walkthrough of the process, or keep reading for step-by-step instructions.

Migrating expression-based AI agents to zero-training AI agents (4:36)

To convert an AI agent from expression-based to zero-training

In the top-right corner, use the AI agent drop-down field to select the AI agent you want to convert.

In the left sidebar, select Settings > AI agent settings.

Under Generative AI, select Activate zero-training interface.
Important: Do not select Use zero-training AI model yet. While you proceed with the conversion process, the AI agent should continue to handle customer queries based on its trained expressions.

Click Save.

In the left sidebar, select Content > Use cases.

For each intent:

Click Convert.

In the Convert to use case window, review the automatically populated suggestions for the Name and Customer request reason fields.

These suggestions are AI-generated based on the content of the original intent. If not enough information was included in the original intent, a suggestion won’t be populated and you’ll see the message AI wasn’t able to generate a suggestion due to missing data.

(Optional) Edit any of the fields as needed.
For more information, see Creating use cases for advanced AI agents.

Click Convert.

After you’ve converted all intents into use cases, in the left sidebar, select Settings > AI agent settings.

Under Generative AI, select Use zero-training AI model.
This setting transitions the AI agent from using expressions to use cases. However, all your expressions are still stored in the background, meaning you won’t lose that content and can still revert back from use cases to expressions, if necessary.

Click Save.

Test your AI agent to make sure it’s still performing as you expect.
If anything seems off, you can deselect the Use zero-training AI model setting to revert back to expressions. Update your use case names and descriptions to improve the performance of the AI agent as needed, then reselect the Use zero-training AI model setting.