Using the conversation simulator to test your AI agents (EAP)

<p id="docs-hc-snippet" style="display: none;">
The AI agent conversation simulator generates realistic customer conversations
based on scenarios you create. It's a great way to test your AI agents before
you deploy them.
</p>
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<div class="body">
<div class="p">
<div class="note attention" id="ai_agent_conv_simulator__note_imp_wq1_gkc">
<span class="attentiontitle"></span> This feature is currently in
an Early
Access Program (EAP). If you want to test out the conversation simulator,
see <a class="xref" href="#topic_tw3_b2v_3kc">Signing up for the EAP</a>
below.
</div>
</div>
<p class="p">
The AI agent conversation simulator generates realistic customer conversations
based on
scenarios you create. It's a great way to test your AI agents before
you deploy them.
</p>
<div class="p">
The conversation simulator allows you to:
<ul class="ul" id="ai_agent_conv_simulator__ul_yj2_lvt_fkc">
<li class="li">
Run multi-turn conversations against live AI agent configurations
</li>
<li class="li">
Estimate automated resolution rates and conversation quality
</li>
<li class="li">Provide a results dashboard to help you analyse results</li>
</ul>
</div>
<p class="p">
Simulated conversations are generated from a customer profile and a scenario
that you
define, or you can have AI generate them from a prompt you supply.
</p>
<div class="p">
<div class="note" id="ai_agent_conv_simulator__note_zj5_gmd_hkc">
<span class="notetitle">Note:</span> You must use the conversation
simulator with a messaging AI
agent. It's not compatible with other AI agent types.
</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="ai_agent_conv_simulator__ul_zwg_qvt_fkc">
<li class="li">
<a class="xref" href="#topic_tw3_b2v_3kc">Signing up for the EAP</a>
</li>
<li class="li">
<a class="xref" href="#topic_hrv_mmt_fkc">Creating customer profiles</a>
</li>
<li class="li">
<a class="xref" href="#topic_q1d_f5t_fkc">Creating scenarios</a>
</li>
<li class="li">
<a class="xref" href="#topic_a4d_f5t_fkc">Running a scenario</a>
</li>
<li class="li">
<a class="xref" href="#topic_fn2_tp1_3kc">Reviewing your results</a>
</li>
<li class="li">
<a class="xref" href="#topic_dzd_f5t_fkc">Managing customer profiles and scenarios</a>
</li>
<li class="li">
<a class="xref" href="#topic_z4x_2t1_3kc">Managing run results</a>
</li>
<li class="li">
<a class="xref" href="#topic_nvm_hv1_3kc">Example scenarios and customer profiles</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tw3_b2v_3kc">
<h2 class="title topictitle2" id="ariaid-title2">Signing up for the EAP</h2>
<div class="body">
<p class="p">
Before you can use the conversation simulator EAP, you must activate
it in Admin
Center.
</p>
<p class="p">
<strong class="ph b">To sign up for the EAP</strong>
</p>
<ol class="ol" id="topic_tw3_b2v_3kc__ol_ttj_k2v_3kc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_conf_filtering_selection__d8e1365" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents</strong>.</span>
</li>
<li class="li">
Select <strong>Conversation Simulator (Early Access Program)</strong>.
</li>
</ol>
<p class="p">The EAP is now active in your account.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hrv_mmt_fkc">
<h2 class="title topictitle2" id="ariaid-title3">Creating customer profiles</h2>
<div class="body">
<p class="p">
Customer profiles give the conversation simulator details of a fictional
customer.
You can create a customer profile manually, or have AI create it
for you. Customer
profiles you create can be used by any of your scenarios. You must
create at least
one customer profile to use the conversation simulator.
</p>
<p class="p">
The AI agent conversation simulator is designed for testing with
fictional data.
Avoid using real customer names, email addresses, or other personal
information.
</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_bt5_grw_gkc">
<h3 class="title topictitle3" id="ariaid-title4">Creating a customer profile using AI</h3>
<div class="body">
<p class="p">
If you don't want to manually create the customer profile, you
can create it
using AI based on a prompt you enter.
</p>
<p class="p">
<strong class="ph b">To create a customer profile using AI</strong>
</p>
<ol class="ol" id="topic_bt5_grw_gkc__ol_opy_lrw_gkc">
<li class="li">
On the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>
home page
(<img class="image" id="topic_bt5_grw_gkc__topic_o24_d3p_hvb_image_ovd_jsv_4xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">)
, select the AI agent you want to test against. The agent
you select must be
a messaging AI agent.
</li>
<li class="li">
Click
<img class="image" id="topic_bt5_grw_gkc__image_ppy_lrw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_1.png" width="20"><strong class="ph b">Test</strong>
in the sidebar.
</li>
<li class="li">
Click the <strong class="ph b">Customer profiles</strong>
tab.
<p class="p">
The Customer profiles page
displays all of your current customer profiles. You can
sort the list by
alphabetical order, last updated date, and newest or
oldest
first.
</p>
<p class="p">
<img class="image" id="topic_bt5_grw_gkc__image_qpy_lrw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_4.png" width="800">
</p>
</li>
<li class="li">
Click <strong class="ph b">New profile</strong>.
</li>
<li class="li">
In the Generate with AI panel, enter text to define the customer.
For
example, "A short-tempered, curt customer with a limited
knowledge of
computers".
</li>
<li class="li">
Click <strong class="ph b">Generate</strong>.
<p class="p">
The conversation simulator completes all fields on
the page.
</p>
</li>
<li class="li">
Review the values that were generated and then click
<strong class="ph b">Save</strong>. Your
customer profile is created and appears in the list of customer
profiles.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_x4t_hrw_gkc">
<h3 class="title topictitle3" id="ariaid-title5">Creating a customer profile manually</h3>
<div class="body">
<p class="p">
If you want full control over your customer profile details,
create the profile
manually.
</p>
<p class="p">
<strong class="ph b">To manually create a customer profile</strong>
</p>
<ol class="ol" id="topic_x4t_hrw_gkc__ol_ppk_zwt_fkc">
<li class="li">
In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>,
click
<img class="image" id="topic_x4t_hrw_gkc__image_qpk_zwt_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_1.png" width="20"><strong class="ph b">Test</strong>
in the sidebar.
</li>
<li class="li">
Click the <strong class="ph b">Customer profiles</strong>
tab.
<p class="p">
The Customer profiles page
displays all of your current customer profiles. You can
sort the list by
alphabetical order, last updated date, and newest or
oldest
first.
</p>
<p class="p">
<img class="image" id="topic_x4t_hrw_gkc__image_ixp_dv5_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_4.png" width="800">
</p>
</li>
<li class="li">
Click <strong class="ph b">New profile</strong>.
</li>
<li class="li">
Configure the following:
<ol class="ol" id="topic_x4t_hrw_gkc__ol_lxc_tv1_gkc" type="a">
<li class="li">
Configure the following:
<ul class="ul" id="topic_x4t_hrw_gkc__ul_omb_5v1_gkc">
<li class="li">
<strong class="ph b">Name</strong>: Enter
a short descriptive name for the customer
profile such as "Curt tech novice."
</li>
<li class="li">
<strong class="ph b">Description</strong>:
Enter a detailed description of the
customer's personality, background, and behavior.
See
<a class="xref" href="#topic_nvm_hv1_3kc">Example scenarios and customer profiles</a>
for examples to get you
started.
</li>
<li class="li">
<strong class="ph b">Mock values</strong>:
Mock values are fictional key-value
pairs that give a simulated conversation
consistent facts
about the customer, account, order, or scenario
state. They
help you test specific conditions repeatedly
and safely
without using real customer data. They are
referred to by
either the customer or agent when dealing
with a relevant
scenario as a way to simulate how a real
conversation might
happen about the same problem. Enter key-value
pairs to use
in the simulation, for example:
<ul class="ul" id="topic_x4t_hrw_gkc__ul_qmj_kx1_3kc">
<li class="li">Customer_name - John Smith</li>
<li class="li">Account_status - Active</li>
</ul>
<p class="p">
Click <strong class="ph b">Add mock value</strong>
to add more key-value
pairs.
</p>
</li>
<li class="li">
<strong class="ph b">Tags</strong>: Enter
one or more tags to help you categorize
and find the customer scenario you want.
</li>
</ul>
</li>
</ol>
</li>
<li class="li">
Click <strong class="ph b">Save</strong>.
<p class="p">
Your customer profile is created and appears in the
list of customer profiles.
</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_q1d_f5t_fkc">
<h2 class="title topictitle2" id="ariaid-title6">Creating scenarios</h2>
<div class="body">
<p class="p">
Scenarios define a business situation that can be used for a simulated
conversation.
For example, a customer might be struggling to apply a promo code
or cannot access a
dashboard. You can choose from several prebuilt scenarios, or you
can create your
own. The Scenarios tab is where you can view, create, and manage
your scenarios.
</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_dhl_stw_gkc">
<h3 class="title topictitle3" id="ariaid-title7">Creating a scenario using AI</h3>
<div class="body">
<p class="p">
If you don't want to manually create the scenario, you can create
it using AI
based on a prompt you enter.
</p>
<ol class="ol" id="topic_dhl_stw_gkc__ol_gtr_hc5_fkc">
<li class="li">
In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>,
click
<img class="image" id="topic_dhl_stw_gkc__image_wjd_kc5_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_1.png" width="20"><strong class="ph b">Test</strong>
in the sidebar.
</li>
<li class="li">
Click the <strong class="ph b">Scenarios</strong> tab.
<p class="p">
The Scenarios page displays all of your
current scenarios. You can sort the list by alphabetical
order, last
updated date, and newest or oldest first.
</p>
<p class="p">
<img class="image" id="topic_dhl_stw_gkc__image_f3y_z55_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_3.png" width="800">
</p>
</li>
<li class="li">
Click <strong class="ph b">Create scenario</strong>.
</li>
<li class="li">
Configure the following:
<ol class="ol" id="topic_dhl_stw_gkc__ol_gtv_yp5_fkc" type="a">
<li class="li">
In the Generate scenario with AI panel, enter text
to define the
scenario. For example, "A frustrated customer who
ordered a laptop
received the wrong product."
</li>
<li class="li">
Click <strong class="ph b">Generate</strong>.
<p class="p">
The conversation simulator completes all
fields on the page.
</p>
</li>
</ol>
</li>
<li class="li">
Click <strong class="ph b">Save</strong>. Your scenario is
created and appears in the list of
customer profiles. Each time you edit a scenario, the conversation
simulator
creates a new version of the scenario.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_zyc_ttw_gkc">
<h3 class="title topictitle3" id="ariaid-title8">Creating a scenario manually</h3>
<div class="body">
<p class="p">
If you want full control over your scenario details, create the
scenario
manually.
</p>
<ol class="ol" id="topic_zyc_ttw_gkc__ol_a2d_xtw_gkc">
<li class="li">
In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>,
click
<img class="image" id="topic_zyc_ttw_gkc__image_b2d_xtw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_1.png" width="20"><strong class="ph b">Test</strong>
in the sidebar.
</li>
<li class="li">
Click the <strong class="ph b">Scenarios</strong> tab.
<p class="p">
The Scenarios page displays all of your
current scenarios. You can sort the list by alphabetical
order, last
updated date, and newest or oldest first.
</p>
<p class="p">
<img class="image" id="topic_zyc_ttw_gkc__image_c2d_xtw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_3.png" width="800">
</p>
<div class="p">
<div class="note tip" id="topic_zyc_ttw_gkc__note_d2d_xtw_gkc">
<span class="tiptitle">Tip:</span> The conversation
simulator
includes several prebuilt scenarios you can use to
save time. Click
the <strong class="ph b">Scenario library</strong>
tab to see the available
scenarios.
</div>
</div>
</li>
<li class="li">
Click <strong class="ph b">Create scenario</strong>.
</li>
<li class="li">
Configure the following values. See
<a class="xref" href="#topic_nvm_hv1_3kc">Example scenarios and customer profiles</a>
for
examples to get you started.
<ul class="ul" id="topic_zyc_ttw_gkc__ul_f2d_xtw_gkc">
<li class="li">
<strong class="ph b">Scenario name</strong>: Enter
a short descriptive name for the
scenario such as "Wrong laptop delivered."
</li>
<li class="li">
<strong class="ph b">Background context</strong>:
Provide further context about the
scenario.
</li>
<li class="li">
<strong class="ph b">Initial problem</strong>: Detail
the customer's main issue.
</li>
<li class="li">
<strong class="ph b">Expected outcome</strong>: Provide
details about what the resolution
should be for this problem.
</li>
<li class="li">
<strong class="ph b">Mock values</strong>: Mock values
are fictional key-value pairs that
give a simulated conversation consistent facts about
the customer,
account, order, or scenario state. They help you
test specific
conditions repeatedly and safely without using real
customer data.
They are referred to by either the customer or agent
when dealing
with a relevant scenario as a way to simulate how
a real
conversation might happen about the same problem.
Enter key-value
pairs to use in the simulation, for example:
<ul class="ul" id="topic_zyc_ttw_gkc__ul_gzp_qx1_3kc">
<li class="li">Customer_name - John Smith</li>
<li class="li">Account_status - Active</li>
</ul>
<p class="p">
Click <strong class="ph b">Add mock value</strong>
to add more key-value
pairs.
</p>
</li>
<li class="li">
<strong class="ph b">Tags</strong>: Enter one or
more tags to help you categorize and find
the customer scenario you want.
</li>
</ul>
</li>
<li class="li">
Click <strong class="ph b">Save</strong>. Your scenario is
created and appears in the list of
scenarios. Each time you edit a scenario, the conversation
simulator creates
a new version of the scenario.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_csd_ttw_gkc">
<h3 class="title topictitle3" id="ariaid-title9">Using a prebuilt scenario</h3>
<div class="body">
<p class="p">
You can select from several prebuilt scenarios instead of creating
a new one.
These scenarios are available to all users. You can copy these
scenarios to your
personal list and edit them as required. Some scenarios might
contain actions
that are not compatible with the chosen agent, causing the conversation
to
fail.
</p>
<p class="p">
<strong class="ph b">To use a prebuilt scenario</strong>
</p>
<ol class="ol" id="topic_csd_ttw_gkc__ol_wpp_25w_gkc">
<li class="li">
In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>,
click
<img class="image" id="topic_csd_ttw_gkc__image_uww_r5w_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_1.png" width="20"><strong class="ph b">Test</strong>
in the sidebar.
</li>
<li class="li">
Click the <strong class="ph b">Scenario library</strong>
tab.
<p class="p">
The Scenario library page displays
the available prebuilt scenarios.
</p>
<p class="p">
<img class="image" id="topic_csd_ttw_gkc__image_b2r_cxw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_10.png" width="700">
</p>
</li>
<li class="li">Click the scenario you want to use.</li>
<li class="li">
Select one of the following options:
<ul class="ul" id="topic_csd_ttw_gkc__ul_psc_mxw_gkc">
<li class="li">
<strong class="ph b">Use this scenario</strong>:
Selects the scenario and opens its' page
<a class="xref" href="#topic_a4d_f5t_fkc">where you can run
it</a>.
</li>
<li class="li">
<strong class="ph b">Edit scenario</strong>: Opens
the scenario page where you can make
changes to the prebuilt scenario and save it to your
personal
scenarios.
</li>
<li class="li">
<strong class="ph b">Cancel</strong>: Takes no action
and returns you to the scenario
library page.
</li>
</ul>
<p class="p">
<img class="image" id="topic_csd_ttw_gkc__image_bf1_cyw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_11.png" width="600">
</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_a4d_f5t_fkc">
<h2 class="title topictitle2" id="ariaid-title10">Running a scenario</h2>
<div class="body">
<p class="p">
Once you have a customer profile and a scenario, you can generate
a simulated
conversation.
</p>
<p class="p">
<strong class="ph b">To run a scenario</strong>
</p>
<ol class="ol" id="topic_a4d_f5t_fkc__ol_qp5_ct5_fkc">
<li class="li">
In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>,
click
<img class="image" id="topic_a4d_f5t_fkc__image_g5r_smw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_1.png" width="20"><strong class="ph b">Test</strong>
in the sidebar.
</li>
<li class="li">
Click the <strong class="ph b">Scenarios</strong> tab.
</li>
<li class="li">On the scenario page, click the scenario you want to test.</li>
<li class="li">
Provide the following information:
<ul class="ul" id="topic_a4d_f5t_fkc__ul_jyv_jt5_fkc">
<li class="li">
<strong class="ph b">Customer profile</strong>: Select
the customer profile to run or click
<strong class="ph b">New profile</strong> to create a
new one.
</li>
<li class="li">
<strong class="ph b">Scenario version</strong>: Select
the version you want to run, if you've
saved multiple versions of your scenario.
</li>
<li class="li">
<strong class="ph b">Conversations</strong>: Configure
the number of conversations you want to
generate in this run.
</li>
</ul>
<p class="p">
<img class="image" id="topic_a4d_f5t_fkc__image_bly_255_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_2.png" width="800">
</p>
</li>
<li class="li">
Click <strong class="ph b">Run</strong>.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_fn2_tp1_3kc">
<h2 class="title topictitle2" id="ariaid-title11">Reviewing your results</h2>
<div class="body">
<p class="p">
After the conversation simulator runs, it displays the status of
each simulated
conversation. If you configured more than one conversation, each
of these displays
separately.
</p>
<p class="p">
<strong class="ph b">To view your results</strong>
</p>
<ol class="ol" id="topic_fn2_tp1_3kc__ol_x4n_2q1_3kc">
<li class="li">
Click a conversation to open the results.
<p class="p">
<img class="image" id="topic_fn2_tp1_3kc__image_nt4_pw5_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_6.png" width="350">
</p>
</li>
<li class="li">
The results show the background, customer profile, expected outcome,
and mock
values you configured. Below this the simulated conversation
is displayed. You
can click <strong class="ph b">Show details</strong> to view
all of the steps and logic used by the
conversation simulator when generating the results.
<p class="p">
<img class="image" id="topic_fn2_tp1_3kc__image_xkg_mq1_3kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_12.png" width="750">
</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_dzd_f5t_fkc">
<h2 class="title topictitle2" id="ariaid-title12">Managing customer profiles and scenarios</h2>
<div class="body">
<p class="p">
After you've created a customer profile and scenario, there are several
actions you
can take to manage it.
</p>
<p class="p">
<strong class="ph b">To manage customer profiles and scenarios</strong>
</p>
<ul class="ul" id="topic_dzd_f5t_fkc__ul_tf2_tw1_gkc">
<li class="li">
In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>,
click
<img class="image" id="topic_dzd_f5t_fkc__image_clt_qyw_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_1.png" width="20"><strong class="ph b">Test</strong>
in the sidebar.
</li>
<li class="li">
Click the <strong class="ph b">Customer profiles</strong> tab
or the <strong class="ph b">Scenarios</strong> tab.
</li>
<li class="li">
Beside the scenario or customer profile you want to manage, click
the options
menu (<img class="image" id="topic_dzd_f5t_fkc__topic_cxn_hig_bd_image_ipk_xdf_grb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">),
then choose one
of the following actions:
<ul class="ul" id="topic_dzd_f5t_fkc__ul_h4k_cw1_gkc">
<li class="li">
<strong class="ph b">Open</strong>: (Scenarios only)
Opens the scenario run page where you can
start a test run.
</li>
<li class="li">
<strong class="ph b">Edit</strong>: Opens the scenario
or customer profile for editing.
</li>
<li class="li">
<strong class="ph b">Delete</strong>: Deletes the selected
scenario or customer profile.
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_z4x_2t1_3kc">
<h2 class="title topictitle2" id="ariaid-title13">Managing run results</h2>
<div class="body">
<p class="p">
The following actions can be taken on any of your generated conversations:
</p>
<ul class="ul" id="topic_z4x_2t1_3kc__ul_h1g_bx5_fkc">
<li class="li">
<img class="image" id="topic_z4x_2t1_3kc__image_jjy_dx5_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_7.png" width="25">
Deletes the selected conversation.
</li>
<li class="li">
<img class="image" id="topic_z4x_2t1_3kc__image_x5l_hx5_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_conv_8.png" width="25">
Exports the selected conversation in
JSON format. You can find the exported conversation in your Downloads
folder.
</li>
<li class="li">
Click the <strong class="ph b">Runs history</strong> tab on the
Scenarios page to see the status of any
previous runs.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_nvm_hv1_3kc">
<h2 class="title topictitle2" id="ariaid-title14">Example scenarios and customer profiles</h2>
<div class="body">
<p class="p">
In this section, you'll find an example scenario and customer profile
to get you
started. Feel free to change these to suit your business needs.
</p>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_o4n_jv1_3kc">
<h3 class="title topictitle3" id="ariaid-title15">Example scenario</h3>
<div class="body">
<p class="p">
Every scenario contains the following sections. Use these examples
as a starting
point for creating your own scenarios:
</p>
<ul class="ul" id="topic_o4n_jv1_3kc__ul_t1d_tv1_3kc">
<li class="li">
<strong class="ph b">Background context</strong>: "TechNova
Electronics is a mid-size online
retailer of consumer electronics. Standard policy allows
a 30-day
exchange/return window, free return shipping if the wrong
item was sent or
if the item is defective, and a replacement shipment of the
exact model when
available. The incident occurred after a recent order placed
on 2026-07-28
for a LAP-XYZ Pro 15 laptop. The customer received a different
model (wrong
product) on delivery 2026-08-01 and contacted customer support
on
2026-08-03. The case requires verification of shipment details,
identification of the error in fulfillment, and coordination
of an immediate
replacement with a prepaid return for the incorrect item.
Stock availability
for the correct model is confirmed, and the agent should
guide the customer
through the exchange process, including shipping timelines
and any necessary
pickup arrangements."
</li>
<li class="li">
<strong class="ph b">Initial problem</strong>: "Customer
reports receiving the wrong laptop: they
ordered LAP-XYZ Pro 15 (SKU-LAP-XYZ15) but the package contained
LAP-ABC 13
(SKU-LAP-ABC13). The customer is frustrated due to the mix-up
and delay, and
requests the correct laptop to be shipped immediately, with
a prepaid label
to return the incorrect item. They also want clear tracking
information and
assurance that no extra charges will be incurred."
</li>
<li class="li">
<strong class="ph b">Expected outcome</strong>: "Replace
with the correct LAP-XYZ Pro 15 laptop at
no cost, shipped with expedited delivery, plus a prepaid
return label for
the incorrect LAP-ABC 13. Provide a prepaid pickup or drop-off
option for
the wrong item, send updated tracking for the replacement,
and confirm the
exchange will be completed within 3-5 business days if possible.
If the
replacement cannot be fulfilled quickly, offer a full refund
and arrange
return pickup. Communicate next steps, timelines, and any
required
confirmations."
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_f2l_lv1_3kc">
<h3 class="title topictitle3" id="ariaid-title16">Example customer profile</h3>
<div class="body">
<p class="p"> </p>
<p class="p">
"A short-tempered, curt customer with a limited understanding
of computers. They
speak in brief, clipped sentences and expect quick, definite
answers. They
become frustrated easily when explanations are long, use jargon,
or require
multiple steps. They prefer direct, step-by-step instructions
and concrete
actions they can perform themselves without deep technical detail.
They respond
poorly to salesy or overly friendly language, and may react defensively
if they
feel talked down to. They are more comfortable with everyday
apps than with
advanced settings; they can follow basic troubleshooting cues
but need simple,
verifiable checks. They generally remain focused on resolving
issues quickly,
though their mood can swing toward impatience if progress stalls.
Communication
style: blunt, sometimes sarcastic, often uses imperative phrases
like 'What do I
click next?' They value efficiency, clarity, and tangible results,
and may push
back on back-and-forth troubleshooting that doesn't seem to lead
to a solution.
They appreciate calm, patient guidance and quick confirmation
when a step has
worked."
</p>
</div>
</div>
</div>
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