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Guidelines to design your AI Agent

AI agents are smarter and more flexible than old rule-based bots. Instead of following fixed scripts, they can understand context, make decisions, and act on their own. To build an effective AI agent, you need clear goals, the right setup, and ongoing improvements.

Key Practices​

1. Set the Purpose and Persona​

Decide what role the agent will play.

  • Define its tone and style (helpful, professional, friendly, etc.).
  • Match the agent’s role to your business need (support expert, sales guide, knowledge assistant).
  • Link the purpose to a clear outcome, like faster service or fewer escalations.

2. Focus on Use Cases, Not Scripts​

Forget designing step-by-step flows.

  • Think in terms of goals: “Answer billing questions,” “Suggest the right plan,” “Book a meeting.”
  • The agent will build conversations around these goals using AI.

3. Provide Knowledge and Context​

Give the agent access to the right information.

  • Connect to your knowledge base for FAQs and guides.
  • Link to business systems (CRM, ERP, HR, ticketing) so it can complete tasks.
  • Add rules, triggers, and variables to keep conversations accurate.

4. Add Guardrails​

AI agents should work freely but with limits.

  • Set handover to humans for complex cases.
  • Use fallbacks and validations to avoid errors.
  • Monitor with tools to understand how the agent makes decisions.

5. Improve with Analytics​

Keep refining your agent.

  • Track performance with metrics like containment, resolution, CSAT, and sentiment.
  • Review where it works well and where it needs support.
  • Update prompts, integrations, or style based on insights.