Testing AI Agent

After configuring the AI Agent, it is essential to test its functionality to ensure it responds accurately and effectively. Testing allows users to verify that the AI Agent correctly utilizes the integrated data sources, interprets customer queries, and applies all configured settings as expected. By simulating real customer interactions, users can identify any gaps in responses, refine topics, and adjust settings to enhance the overall performance of the AI Agent.

To test AI Agents:

  1. Create an AI Agent.

  2. During the Test your AI Agent step, click the Train AI Agent button.

  3. The training of the AI Agent is indicated by a progress bar. Once the training is completed, the Topics section displays the intents that have been derived from the provided sources. On the same page, a working preview of the AI Agent is available.

    Train AI Agent

     

  4. In the Test AI Agent step, the Intents section lists the intents derived from the content sources you provided. A working preview of the AI Agent is available on the same page. You can type queries and interact with the AI Agent to evaluate its efficiency and ensure that it correctly applies the configured settings and data sources.

    Test AI Agent

  5. You can edit or delete intents that are derived from source topics. To edit an intent, click the edit icon next to it.

    Note: If the AI Agent is created using an eGain Knowledge Base, source-derived intents cannot be edited. You can only delete them.

  6. To add a custom intent, click Add Intent. In the Add Intent dialog, provide the following details and click Save:

    • Name (required): Enter a name for the intent.
    • Description: Enter a description. The AI Agent uses this description to identify the intent.
    • Assign Workflow: Select a process workflow to associate with this intent. When a customer query matches this intent, the AI Agent routes it directly to the assigned workflow, bypassing KB search. Workflows are created in the Workflows tab. For more information, see Creating Process Tools Workflows.

    Add Intent dialog

  7. You can also upload more sources by clicking the Upload More Content button if the testing does not provide the required responses.

  8. When you are done testing the AI Agent, click the Proceed to Next Step button.