Customer Agent can perform actions in your business systems

What is it?

Customer agent can now make API calls to your applications to perform simple tasks or give personalised answers to your customers by looking up their data.

Why does it matter?

Over 50% of customer queries require support reps to perform a task in a software application such as resetting the password or looking up order or billing information. Until now the customer agent had to handover such queries to human reps.

How does it work?

1. Go to "Breeze" in the main navigation and then to the "Customer Agent".

2. Click on the "Actions" tab.

3. Click on "Create action".

4. The first step is "Describe the action". This tells the agent what the action does and when to use it.

1. Give a unique name to the action.
2. Describe the action so the agent knows what the action will do.
3. Add up to 5 trigger phrases that the agent will look for in a conversation to know when to perform the action.

5. The second step is "Define required inputs". This tells the agent if and what information it should ask your customer before performing the action.

1. For each input add a name and description. Ensure you enter a clear description of what the right format for the input is.
2. You can add up to 20 inputs.

6. The third step is "Configure API". This tells the agent what API it should call to get the data to answer the question.

7. The last step is "Response instructions". You can use this to tell the agent what information from the API response it should or should not use or any other instructions you consider necessary for forming the right response.

8. Now go to the "Preview" tab and click the triggers on the left to mimic a real world conversation with the agent to see if it successfully performs the action. If everything works as expected, hit Publish.

9. Your action is now live and the agent can use it.

Read this knowledge base articles to learn more.

Who gets it?

All Pro+ customers.