Specialists are AI Agents, that can handle customer enquiries autonomously. We recommend to set up one specialist per question category, e.g. Warranty requests, Shipping enquiries, General questions, cancelations, etc.

When to use this specialist: Briefly describe when this specialist should be used. Imagine this to be a very brief job description, e.g. Customer wants to change their subscription

Instructions: Write the more detailed instructions/rules the specialist has to follow when solving those customer enquiries. Imagine this to be a bullet point list for a new employee with the high level instructions, actions to conduct and knowledge sources to use

Example “Cancel subscription”:

• First you look up the customer's account and subscription details @Action: Read All Customer Info in ERP System
• If customer wants to cancel, you need to find the reason for the cancellation and use the @Knowledge: Subscription Policy Document, to determine customer’s cancellation policy
• Extra rule, temporary redirects or pauses are only possible for "Premium" customers; you can offer a "Standard" customer to do an upgrade
• For date changes and address changes, you need to ask for the exact new data and ask customer to confirm these
• Then you perform the desired changes @Action: Update Address; Update Subscription Status; Update Phone Number in ERP System
• At the end, inform customer that changes were performed and if there is anything else you can help with

Disclaimer: Actions and knowledge sources need to be configured in the respective hub in the platform first. Once set up, you can tag the actions and sources with the @-sign in the instructions