Adding a 3CX Customer Service AI Agent Into Your Workflow

[LeonidasG_3CX]

Optimization strategies for effective deployment of the 3CX Customer Service AI agent.​

The 3CX Customer Service AI Agent in V20 Update 10 can answer routine questions, collect information, guide callers through basic troubleshooting and hand calls to a human when needed. Where you place the AI Agent in your call flow will depend on the...

Continue reading the Original Blog Post.

 

[UCMUserAZ]

Awesome! Great updates. Question, do you think the knowledge sources will be able to one day reference or crawl a website to build a knowledge index that the agent can reference?

 

[KyriacosS_3CX]

Awesome! Great updates. Question, do you think the knowledge sources will be able to one day reference or crawl a website to build a knowledge index that the agent can reference?

Hi,

You can easily have an external AI tool do the crawling and build Knowledge Source .md files that you can upload. Whether it will be built in as a crawler, that is not likely as the key idea here is to have targeted, company specific information curated for the AI agent. Enabling it to reach out and get information beyond what is in the sources, when it deems it necessary, is a possible option.

 

[UCMUserAZ]

Hi,

You can easily have an external AI tool do the crawling and build Knowledge Source .md files that you can upload. Whether it will be built in as a crawler, that is not likely as the key idea here is to have targeted, company specific information curated for the AI agent. Enabling it to reach out and get information beyond what is in the sources, when it deems it necessary, is a possible option.

i will try that.

 

[richiewhite]

This looks pretty awesome! Forgive me for the dumb question, but if human handoff isn't possible, ie the agent is being used for after hours queries, would it be possible to configure the prompt to take details and email, ie into a ticketing system for a human agent to respond in the morning? I'll give it a test myself anyway but figured I'd ask the experts.

Another question about email handoffs, say for the not collaborative or abusive options, is it possible to freetext an address rather than set a user? These may also go to a group inbox or ticketing system rather than a user defined in 3CX.

 

[KyriacosS_3CX]

This looks pretty awesome! Forgive me for the dumb question, but if human handoff isn't possible, ie the agent is being used for after hours queries, would it be possible to configure the prompt to take details and email, ie into a ticketing system for a human agent to respond in the morning? I'll give it a test myself anyway but figured I'd ask the experts.

Another question about email handoffs, say for the not collaborative or abusive options, is it possible to freetext an address rather than set a user? These may also go to a group inbox or ticketing system rather than a user defined in 3CX.

Regarding human handoff, as long as you have "check availability" enabled in the agent's options, if the destination is not reachable at that time it will offer to send a message/email to the relevant contact.

Abusive/not-collaborative. At this time destination emails can only be set by selecting an associated extension.