Overview
The AI Agent Block allows merchants to trigger AI agents directly within Journey Builder. Merchants can select existing agents, use built-in agents, or create new agents to automate customer conversations.
The upgraded General Purpose (GP) and Order Tracking (OT) agents are now available as built-in agents with improved backend systems for better AI responses.
What's New?
Agent Builder Block: AI agents can now be triggered directly from Journey Builder.
Upgraded Built-in Agents: Revamped General Purpose (GP) and Order Tracking (OT) agents are available. These are the recommended default selections for all new Journeys requiring GP or OT functionality.
Handover Priority: The Talk to agent flow configured in Journey Builder takes priority over the Assign to Agent flow in Smart Agent Handover escalation settings and Agent Builder handover settings.
Node-Based Triggering: AI Agent blocks trigger when the Journey execution reaches them from their preceding connected nodes.
Why is it useful?
Automated Support: AI agents handle customer queries without manual intervention.
Improved AI Responses: Upgraded built-in agents provide enhanced response capabilities.
Customised Conversations: Trigger specific AI agents at different stages of a Journey.
Flexible Handover: Configure human agent handover directly within Journey Builder.
Seamless Integration: AI agents execute as part of the existing Journey flow.
How to Trigger an AI Agent from a Journey
Step 1: Add the AI Agent Block
Log in to the BIK Dashboard.
Navigate to Journeys.
Create a new Journey or open an existing Journey.
From the right-side panel, select BIK AI and add the AI Agent block.
Connect the AI Agent block to the preceding Journey node.
The AI Agent block executes when the Journey reaches it through the connected preceding node.
Step 2: Select an AI Agent
Click the AI Agent block.
Select + Select an agent.
Choose an agent from the available categories:
My Agents: Previously created AI agents.
Built-in agents: Upgraded General Purpose Agent and Order Tracking Agent.
Agent templates: Preconfigured templates such as Info Collection, Product Recommendations, and Pre-sales Conversion.
Select the required agent and click Save.
Note: For new Journey flows, the upgraded built-in General Purpose (GP) and Order Tracking (OT) agents are the recommended default choices when those agent capabilities are needed.
Step 3: Configure the AI Agent
Click Edit in Agent builder to modify the selected agent.
Configure agent instructions, supported channels, response behaviour, and handover settings.
Click Go Live to activate the configured agent.
Return to Journey Builder.
Step 4: Configure the Journey Flow
The AI Agent block provides two output paths:
Talk to agent: Connect the next step to handle customers requesting human agent assistance.
AI Session End: Connect the next step to execute when the AI session ends.
Important: For these blocks, the Talk to agent flow defined in Journey Builder overrides the Assign to Agent configuration in:
Smart Agent Handover escalation settings.
Agent Builder handover settings.
The Journey Builder configuration takes priority when handling the agent handover flow.
Example Use Cases
General purpose agent
A customer enters a Journey and asks about store information or policies. The upgraded General Purpose Agent responds to the enquiry.
Order Tracking agent
A customer requests an order update. The Journey triggers the built-in Order Tracking Agent to assist with the request.
Offers and Rewards Agent
A customer triggers a WhatsApp Journey and asks about available offers. The selected Offers and Rewards AI agent responds with relevant discount and promotional information.
Human Agent Handover
A customer asks to speak with a support agent. The AI agent initiates the configured handover process, allowing the Journey to follow the Talk to agent path.
Trigger AI Agents from Journey Nodes
A customer completes a preceding Journey step. The connected AI Agent block is then triggered to continue the conversation automatically.
FAQs
1. Can I trigger an AI agent directly from Journey Builder?
Yes. Add the AI Agent block and connect it to the required preceding Journey node.
2. Which built-in agents are available?
The upgraded General Purpose (GP) and Order Tracking (OT) agents are available as built-in agents.
3. Which agents are recommended for new Journeys?
The upgraded built-in GP and OT agents are the recommended default selections for new Journey flows requiring those capabilities.
4. Which handover configuration takes priority?
The Talk to agent flow configured in Journey Builder takes priority over the Assign to Agent flow configured in Smart Agent Handover escalation settings or Agent Builder handover settings.
5. When does the AI Agent block trigger?
The AI Agent block triggers when execution reaches it from its preceding connected Journey node.
For further assistance or to raise feature requests related to Agent builder trigger from a Block, please contact [email protected].