AI agent management: Coach, Test, Activate, Monitor
AI agent management at Cobbai revolves around four key pillars— Coach, Test, Activate and Monitor—which give you full control over your AI agents, ensuring they follow tailored instructions, operate within defined boundaries and continuously improve through feedback and performance tracking.
Coach
Provide tailored instructions and resources
Set your AI agents up for success by providing business-specific instructions, access to knowledge, and context from real customer data.
How it works
How it works
- Knowledge base: Provide AI agents with access to internal documentation and FAQs.
- Tailored guidelines: Define custom instructions for AI agents to follow in various scenarios, from technical troubleshooting to sales inquiries.
- Similar tickets: AI agents learn from recently resolved tickets for quicker, more informed responses.
- Customer data integration: Connect AI agents to back-office systems for access to customer-specific information such as order details, account history, and more.
- Continuous updates: AI agents receive ongoing updates to instructions and resources, keeping them aligned with new policies, products, or services.
Why it matters
Well-coached AI agents reduce response times and errors while ensuring answers reflect the organization’s evolving knowledge.
Test
Validate accuracy before and after deployment
Evaluate AI agent responses to ensure readiness before activation and continue with routine automated testing post-deployment.
How it works
How it works
- Simulate interactions: Test AI agent behavior and accuracy across various customer scenarios.
- Manual and automated tests: Conduct manual tests or set up automated evaluations of common and edge-case queries.
- Fine-tune responses: Address gaps and refine agent responses based on test outcomes.
Why it matters
Pre-deployment testing ensures AI agents deliver high accuracy, while ongoing evaluations keep them aligned with evolving business needs.
Activate
Decide when AI agents can operate
Define when AI agents are activated by specifying the topics they are allowed to handle, ensuring precise deployment based on context.
How it works
How it works
- Organize by topics: Categorize customer interactions by topics such as billing, technical support, and product inquiries.
- Assign agents: Define which AI agents are activated for specific topics, allowing for focused expertise.
- Set escalation rules: Establish boundaries for complex topics to be automatically redirected to human agents.
Why it matters
Precise activation guarantees AI agents are deployed effectively, handling common inquiries autonomously and escalating more complex cases appropriately.
Monitor
Track performance and optimize
Continuously monitor your AI agents’ performance through key metrics and feedback loops, ensuring sustained success and improvements over time.
How it works
How it works
- Track key metrics: Monitor response accuracy, resolution times, and customer satisfaction.
- Analyze AI outcomes: Identify areas for improvement through detailed AI performance reports and feedback from users.
- Optimize AI agents: Apply Cobbai’s recommendations to refine coaching instructions, update resources, and adjust activation rules.
Why it matters
Ongoing performance monitoring ensures AI agents continuously improve and deliver consistent, high-quality customer interactions.
