AI Agent

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Overview

If you receive repetitive questions from clients and would like to manage day-to-day conversations automatically, Periskope’s AI Responder can handle it for you. Train this AI to answer important questions on your behalf or notify you of important tasks and TODOs by raising Tickets and Tasks intelligently.

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How to Enable Periskope AI Responder

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How to Train Periskope AI

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Structuring Your Knowledge Base

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How to Structure FAQs

When creating FAQs, follow these best practices for optimal AI responses:

1. Include Multiple Question Patterns

   • Add various ways users might ask the same question
   • Example for a pricing question:
     Copy

     Q: How much does your service cost?
     Q: What are your pricing plans?
     Q: Can you tell me about your subscription fees?
     A: Our service has three tiers:
     - Basic: $10/month
     - Pro: $25/month
     - Enterprise: Custom pricing
     

   Adding multiple questions to an FAQ for better identification

2. Add Instructions for controlled AI Responses

You can guide the AI’s response behavior using special instruction blocks:

• Basic Instructions

  Copy

  <INSTRUCTION>
  Ask for the user's account email before providing specific account details
  </INSTRUCTION>
  

• Conditional Instructions

  Copy

  <INSTRUCTION>
  If user mentions error code, ask for screenshot before troubleshooting
  If user asks about pricing, confirm their region first
  </INSTRUCTION>
  

• Follow-up Instructions

  Add follow up instruction for multi-turn conversations if you wish the AI to follow up with different responses or escalate the issue by raising a ticket.

  Yes, the AI responder can raise a ticket automatically to escalate an issue to a human! 😄

  Copy

  Hi! Please try refreshing the screen, if that doesn't work 
  please go to the **Help** button on the topbar and 
  click on **App Slow** and then Reset the data.
  
  <INSTRUCTION>
  After providing initial solution:
  1. Ask if the solution worked
  2. Request feedback if resolved
  3. Offer to raise a ticket if not resolved
  </INSTRUCTION>
  

  Adding multiple questions to an FAQ for better identification

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How to Structure Documents

When uploading training documents, organize information for better AI comprehension:

1. Topic-Based Paragraphs

   • Group related information into single, focused paragraphs
   • Keep each paragraph focused on one main topic
   • Example:
     Copy

     [Product Features]
     Our platform includes real-time analytics, custom reporting, and team collaboration tools. All features are accessible through our dashboard and come with detailed documentation. The analytics module provides instant insights into customer behavior and engagement metrics.
     
     [Security Measures]
     We implement industry-standard encryption for all data transmissions. Our servers are hosted in ISO-certified data centers with 24/7 monitoring. We conduct regular security audits and maintain SOC 2 compliance.
     

2. Hierarchical Information

   • Start with general information
   • Follow with specific details
   • End with examples or use cases

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How does AI know when to respond

For any flagged message sent by an external member, Periskope AI checks if:

1. A relevant answer exists in the knowledge base for the questions asked
2. No internal member has responded to the query

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How to stop AI from responding

When the AI Responder is ready to respond or listening to the conversation you will see the AI button in the chat box along with a tag that says “AI is thinking…”. This means that the AI is either responding to a message or listening to the conversation and will respond to any future messages.

If you wish to stop AI from responding to the chat for the current conversation, simply hover on the AI button and click it to take over the conversation. The AI will activate again when a new message gets flagged in the conversation.

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AI Control Panel

The AI Control Panel allows you to fine-tune how your AI Agent behaves across all conversations. Access this panel through Settings > AI Settings.

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🎯 Activation Settings

Keep AI Agent on by default on all chats

• When enabled, all new chats and existing chats will have AI Agent turned on by default
• You can still manually turn off AI Agent for specific chats if needed
• When disabled, you’ll need to manually enable AI Agent for each chat where you want it active

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⏲️ Timing Configuration

Delay Time

• Sets how long the AI should wait before taking over a conversation after a message is flagged
• Default: 30 seconds
• Range: 0-6000 seconds
• Use cases:
  • Shorter delays (10-30s): For high-priority support channels where quick responses are critical
  • Longer delays (60-300s): When you want to give human agents more time to respond first

Snooze Timing

• Determines how long the AI should remain inactive after a human agent has interjected in the conversation
• Default: 30 seconds
• Range: 0-6000 seconds
• The AI will not respond to new messages during this snooze period, allowing humans to fully handle the conversation
• After the snooze period, AI will reactivate when new messages are flagged

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🌟 Personalization

AI Nickname

• Customize how the AI identifies itself in conversations
• Default: “Periskope AI”
• This name will appear when the AI introduces itself or signs messages
• Choose a name that aligns with your brand (e.g., “Support Bot”, “Assistant”, your company name + “AI”)

Company Overview

• Provide context about your business that helps the AI understand your company and respond appropriately
• Include information about:
  • Your products/services
  • Company values and tone
  • Key integrations or tools you use
  • Typical customer concerns or questions
• This context improves AI response quality and ensures brand-consistent communication

Example Company Overview:

We are a customer support platform that integrates with tools like HubSpot, Google Sheets, Freshdesk, Zoho, and more. Our sales team consists of @support@hashtag.dev and @sales@hashtag.dev who handle client issues and sales inquiries. We focus on providing quick, helpful responses while maintaining a friendly, professional tone.

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🤖 AI Agent Roles and Behaviour

Define how the AI should behave, its tone, and specific roles it should take when responding to customers.

AI Behaviour Configuration

• Set the AI’s communication style and approach
• Define specific roles for different types of inquiries
• Configure how the AI should handle various customer scenarios
• Examples of roles:
  • Customer Support Agent: Helpful, patient, solution-focused
  • Sales Representative: Persuasive, informative, goal-oriented
  • Technical Support: Detailed, methodical, troubleshooting-focused

Tone and Communication Style

• Formal vs. casual communication
• Empathetic vs. direct responses
• Proactive vs. reactive approach
• Brand voice consistency

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👨🏻‍💼 Human Agent Roles

Define when and how human agents should take over from AI, and their specific responsibilities.

Human Agent Responsibilities

• Specify which types of queries require human intervention
• Specify which team members have which responsibilities
• Define escalation criteria and handoff procedures
• Configure notifications for human agents

Handoff Scenarios

• Complex technical issues requiring expert knowledge
• Sensitive customer complaints or disputes
• Sales inquiries requiring personalized pricing
• Account-specific questions needing access verification

Example Configuration:

@engineer@hashtag.dev is an engineer who owns features like bulk messaging, scheduled messaging, AI flagging and AI Agent

@sales@hashtag.dev handles client issues or questions regarding pricing, POC, deals, demos and anything sales related.

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🏷️ Ticket Creation Rules

Define the criteria and conditions for when tickets should be automatically created by the AI.

Automatic Ticket Creation

• Define conditions for when AI should create tickets instead of responding
• Define how the Ticket should be raised or what it should say.

Example Rule:

Tickets are a way to keep track of important issues faced by clients. Tickets are to be created when it is clear that there is an error that needs to be fixed by the internal team. Keep the ticket title crisp and concise. Don't create multiple tickets in the same conversation.

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📝 Private Note Creation Rules

Define when the AI should create private notes for internal use rather than responding to customers.

Private Note Scenarios

• Internal observations about customer behavior or needs
• Important context that should be saved for future reference
• Flags for potential upselling or cross-selling opportunities
• Notes about customer preferences or special requirements

Example Configuration:

Private notes are your primary way of communicating with the internal members. You can ask certain questions, create Tickets for the respective team members for the issue at hand. Keep the private notes short and crisp.

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Maintain Flag Status after AI Response

• When enabled, AI will not unflag messages after responding
• Useful for keeping messages flagged for human review even after AI has responded
• Helps maintain oversight and quality control

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Advanced Parameters

✅ Confidence Score

• Sets the minimum confidence level (0-1) for AI responses
• Higher values mean more conservative AI responses with greater certainty
• Lower values allow AI to respond to more queries but with potentially less accuracy

🌡️ Temperature

• Controls randomness in AI responses (0-2)
• Lower values make responses more focused and deterministic
• Higher values make responses more creative and varied

☢️ Top P (Nucleus Sampling)

• Controls diversity via nucleus sampling (0-1)
• Lower values focus on more likely responses
• Higher values allow for more diverse response options

📉 Top K

• Limits the number of highest probability tokens to consider for each step
• Lower values make responses more focused
• Higher values allow more response variety