> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/omni-ai-add-on-feature/omni-ai-use-case.md).

# Omni AI: Use Case

This article provides a use case on creating an Omni AI Agent in the Omnichat console.

## Scenario

I handle customer service for an online select shop and receive many repetitive inquiries each day, such as questions about order status, return procedures, and refund methods.

To save time and enhance the customer experience, I'd like the AI Agent to instantly answer these frequently asked questions in a friendly yet polite tone, providing accurate information.

I also want the AI Agent to recommand products from our store that match customer needs and help boost the conversion rate.

## Step 1: Create and Upload Knowledge Documents to [Knowledge Base](https://console.omnichat.ai/knowledge-base)

Create Knowledge Documents

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FBuPpXuZhkVEkiZ1FUSu3%2FCreate%20a%20Knowledge%20Document.png?alt=media&amp;token=d9b53238-4274-4ea2-962f-1c51070eccf8" alt=""><figcaption></figcaption></figure>

Upload them to Knowledge Base

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F5whu2Hdxc3KpCjc69o6b%2FUpload%20them%20to%20the%20Knowledge%20Base.png?alt=media&amp;token=753ae93c-1d15-4453-bcc1-f5b4cfd976a4" alt=""><figcaption></figcaption></figure>

### Common Error Messages When Uploading to Knowledge Base

* **"Incompatible file encoding. Please convert to UTF-8 and upload again."**
  * Cause: This error occurs when the uploaded file is not in UTF-8 encoding format.
  * Solution: Upload your file to [Google Sheets](https://docs.google.com/spreadsheets/u/0/?usp=sheets_ald), click File in the top left corner > Download > Comma Separated Values (.csv). \
    Once downloaded, do **not** open the file on your computer; upload it directly to Omnichat.
* **"No recognizable text content found. Please ensure the file is not an image-only file, or try a different file format."**
  * Cause: This error appears if the knowledge document is empty or if the system cannot detect any text (e.g., a PDF that consists entirely of scanned images with no selectable text).

## Step 2: Create AI Agents in [Agent Studio](https://console.omnichat.ai/agent-studio/list)

Service Agent

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FGoS5b7axec4eogkn6nrn%2FService%20Agent%20step2.png?alt=media&amp;token=d7bfc073-10a9-402d-b9c1-287df47bb170" alt=""><figcaption></figcaption></figure>

Shopping Agent

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2Fnb7hVbGEkEfJtwTJ7cqf%2Fshopping%20Agent%20step2.png?alt=media&amp;token=8907e3be-c254-4c2e-b8a0-1e1e87034a4c" alt=""><figcaption></figcaption></figure>

#### Step 3: Create a Service Flow in [Chatbot 2.0](https://console.omnichat.ai/bot)

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FOOMOidf6r9GOyrJdfOed%2F%E8%8B%B1%E6%96%87%E7%AF%84%E4%BE%8B.png?alt=media&amp;token=a42a52ba-c378-44c8-aac2-be2ea23c14e2" alt=""><figcaption></figcaption></figure>

Next, set a keyword in Keyword Auto-reply. When a customer types "I need help with a refund question", the Orders / Returns / Refunds text message card will appear. The customer can then click the button to trigger the AI Agent card.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2Fz0nWW178arYT8u38uWi7%2Fkeyword%20auto%20reply.png?alt=media&amp;token=2a1b1d7e-529c-4e8c-a170-cbcc55c17729" alt=""><figcaption></figcaption></figure>

**Customer Experience and Conversation Handling**

{% embed url="<https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FcCQ7yNnE8i2hrIpbOhvh%2F%E5%BE%88%E7%8F%8D%E8%B2%B4%20-%20Converted.mp4?alt=media&token=2afa6561-7bce-4085-a797-fc88555d00c9>" %}

From the video, you can see when a customer triggers a keyword auto-reply, the conversation falls into "Open - Chatbot".

If an AI Agent card is triggered, the conversation moves to "Open - AI Chat" and will stay there while the customer interacts with the AI Agents.

The conversation will move to "Open - Live chat" after it is transferred to a human agent.