Omni AI

Omni AI can use your knowledge base to answer common inquiries, streamline repetitive support tasks, and provide product suggestions tailored to customer preferences.

Introduction

AI isn't just a trend anymore. It's becoming an essential tool that helps level up your customer service. When used well, it can answer questions faster, lighten your team's workload, boost overall efficiency, and even suggest the right products based on what customers are looking for. Together, these improvements can make a real difference to your bottom line.

With Omnichat's upgraded AI feature, you can build your own knowledge base and set up auto-replies for frequently asked questions. This frees up your team from handling repetitive tasks, so they can focus on more complex cases that need a human touch. The chatbot can also suggest products based on customer preferences, helping you improve both support and sales.

In this article, we'll show you how to set up your chatbot in Omnichat console so it becomes your team's go-to assistant on the front line.

This article shows how to set up Omni AI in Omnichat console to assist with frontline customer service.

1. Upload Knowledge Documents in Knowledge Base

   • Access Roles for Knowledge Base

   • Overview

2. Create a New AI Agent in Agent Studio

   • Access Roles for Agent Studio

   • Agent List

   • Agent Categories

     • Service Agent

     • Sales Agent

3. Build AI Agent Cards in Chatbot 2.0

   • Step 1: Create a New AI Agent Card and Select an AI Agent

   • Step 2: Preview and Edit the AI Agent Card

   • Step 3: Add the AI Agent Card to the Service Flow

   • AI Agent Card Trigger Process & Conversation Handling

   • Notes on Using AI Agent Cards

Recommended Way to Write a Knowledge Document

💡 Service Agent

• Creating a Q&A set in CSV file:

  • Column 1: Frequently asked questions.

  • Column 2: Suggested answers.

  • You may use extra columns to include extra details, such as question category or reference links.

  • See the example below for content.

💡 Sales Agent

• Creating a product list in CSV file:

  • You can include product details such as product name, product image (must be a URL), product description, price, and URL.

  • You may also add extra columns for any other information as needed.

  • See the example below for content.

💡 Things to note when uploading a knowledge document:

• The system does not support image recognition and only reads plain text in the file.

• To ensure accurate responses, make sure the file includes sufficient and well-structured text content. The more complete the information, the better the AI can respond.

This displays all established Agents, which come in two types: Customer Service Agents and Sales Agent The category of each Agent is shown in the top left corner, and you can also tell the difference by the icon.

Sales Agent

Sales Agent currently does not support content personalization settings.

Supports connecting enterprise-built AI Agents in the Omnichat backend (additional purchase required)

Omnichat allows customers to connect their AI Agents to the Omnichat messaging platform via the Open API. To use this feature, please contact your business representative or the Omnichat support team through the chat plugin in the bottom right corner of the backend console.

Please note: A team can only add "one" Bring Your Own AI.

Steps to setup

1. Enter endpoint URL & header auth for webhook

2. Test endpoint → Only after successful verification can the endpoint URL and header auth information be stored. If verification fails, the following error message will be displayed.

3. Connect to the Open API (see technical documentation). The following APIs are available:

   1. /agent-messages (sends one-to-one messages)

   2. /rooms/to-human-agent (conversations transition from AI to human)

   3. /rooms/close AI (ends conversation)

   4. /rooms/trigger-auto-assign (AI will redirect the conversation to a designated human)

4. Create a robot module and add an AI Agent card (see the next paragraph for instructions), then select the existing AI Agent.

5. Precautions:

   1. Before editing or disabling a connected agent, please ensure that:

      1. The AI ​​Agent card has been removed from the robot module in use.

      2. The AI ​​agent has no ongoing conversation.

   2. Endpoint testing must be performed every time the webhook URL or header auth is edited.

Build AI Agent Cards in Chatbot 2.0