Care AI Agents help you automate support by combining business logic (Procedures) and information (Knowledge) to resolve user queries.

You can access Care AI Agents from the Helpshift AI page > click MANAGE on the Care AI Agents card.

The feature is organized into three modules: 

  • AI Agents
  • Knowledge
  • Procedures

AI Agents Module

This module displays a list of all your Care AI Agents, including:

  • Live Care AI Agents
  • Draft Care AI Agents

From here, you can create a new Care AI Agent or edit the configurations of an existing Care AI Agent.

Care AI Agents are created under an App. This ensures each Care AI Agent is adapted to the specific content, policies, and user experience of that App.

Note:

  • One App can have multiple Care AI Agents.
  • One Care AI Agent cannot be used across multiple Apps.

Knowledge Module

The Knowledge module is the central repository for all knowledge sources your Care AI Agent can reference. You can upload files, organize them into folders, and manage knowledge sources.

Care AI Agents are linked to folders, not individual files. Mapping at the folder level will simplify the process of knowledge management, allow Care AI Agents to access large volumes of information easily, and enable automatic updates.

If you add a new document to a mapped folder or update an existing document, the changes are automatically reflected in the linked Care AI Agent’s knowledge base. No additional mapping is required.

Procedures Module

The Procedures module allows you to define use-case-specific instructions that guide how the Care AI Agent responds in different scenarios.

In this module, you can:

  • Create new Procedures
  • Edit existing Procedures
  • Organize Procedures into folders

Procedures are created at the App level, since different Apps may handle the same use case differently. For example, the steps to 'Report a Bug' in one App may differ from those in another App.

After creating a Procedure, you must map it to a Care AI Agent.

Note: Only mapped Procedures can be used by that Care AI Agent during conversations.