AI Agent Types in AI Studio - Appv5 Knowledge
What's in this article?
AI Studio supports four distinct types of AI agents, each designed to address a specific set of tasks and workflows. Understanding the purpose of each agent type will help you deploy the right agent for your team's needs. The sections below describe each type in detail.
Agent Types
| Agent Type | Description |
|---|---|
| Summarizer | Summarizes conversations, cases, customers, locations, and contact records with a single click. |
| Copilot | An internal agent that supports your team in finding the best answers quickly and taking actions on their behalf. |
| Conversational | Chat and voice agents that can be deployed to customer-facing screens to help automate and intelligently route conversations with customers. |
| Article Writer | Writes and updates knowledge articles on your behalf. |
Summarizer
The Summarizer agent is designed to reduce the time your team spends manually reviewing records. With a single click, it can generate concise summaries of conversations, cases, customers, locations, and contact records, allowing agents to quickly get up to speed without reading through lengthy histories.
Each of these summary types corresponds to a specific section of the application interface that will show when enabled and be disabled when not enabled. You can control which types of summaries you want to allow for your organization on the deployment screen of the agent configuration wizard.
Copilot
The Copilot agent functions as an internal assistant for your team. Rather than interacting directly with customers, it works behind the scenes to help team members find the best answers quickly and take actions on their behalf, streamlining internal workflows and improving response efficiency. Copilot can search your knowledge libraries, lookup customer profiles, update case information, and much more.
Each organization can only have one Copilot agent today and this agent lives on the Copilot tab of the Cases screen.
Conversational
Conversational agents include both chat and voice capabilities and are intended for customer-facing deployments. They can be placed on customer-facing screens to automate interactions and intelligently route conversations, helping customers get assistance faster while reducing the volume of inquiries that require human intervention.
On the deployment screen of the Conversational agent configuration wizard, you can decide if you want it to be available on chat (in Messenger), voice (in your IVR), and/or on the Case screen (Generate Next Reply) so it can generate replies to inbound email messages.
Each organization can can an unlimited number Conversational agents for different channels and use cases.
Article Writer
The Article Writer agent assists with knowledge management by writing and updating knowledge articles on your behalf. This agent helps keep your knowledge base current and reduces the manual effort required to maintain accurate, up-to-date content.
You can have your agent write an article from scratch or edit an existing article using the AI Writer panel on the right side of the article editor screen.
You can also have your agent generate a draft article from a case using the communication transcript, notes, and details on the case to capture the troubleshooting and resolution steps for the specific problem. To do this, you will see a Draft Article action appear in the Case Actions list once this agent type is enabled.