AI Agent Tools - OvationCXM - Product Updates

AI Agent Tools

We are excited to announce the launch of a new suite of agent Tools designed to empower your agents with enhanced capabilities. Think of agent Tools as API calls wrapped with instructions that allow agents to take action on your behalf, securely interacting with your organization's data.

With these new tools, you can enable your copilot to take action on cases conversationally or equip your customer-facing agents with the ability to look up customer profiles, create cases, hand off tasks to various teams, and much more.

Here are some examples of the tools now available:

• Search your knowledge content with library and access controls and see the content for better agent responses
• Create, update, resolve, or escalate a case
• Set a case to waiting or ready status
• Access communication data on the case to automatically populate case fields
• Look up a customer location ID by MID and move the case to the identified location
• Add or update a task on a Case with proper ownership and due dates
• Search for historical case data for reference
• Reassign a case to a new team

To enable tools for your agents, go to AI Studio > Tools and approve tools from the list of Available Tools. Once approved, you can add those tools to your agents to use.

And this is just the beginning. We are continually adding more tools to AI Studio. If there are specific tools that would be helpful for your use cases, please let us know, and we'll work on getting them added.

To learn more about using these tools, visit our help page at help.ovationcxm.com/ai-studio-agent-tools.

Alan Finlay