Enable AI Agent
AI Agent is an intelligent assistant for customers. It helps agents quickly find relevant information from your knowledge base, enabling faster and more accurate responses to customers.
Go to AI Agent to learn more about the product, explore its capabilities, and view relevant performance data and benchmarks.
If you're interested in our AI products and would like to get started with our AI services, you can reach out to us by email or click Contact Sales to learn more.
Once you've purchased our AI services, you can follow the Configuration Checklist to set up your AI Agent.
Configure your AI Agent in the following 5 simple steps.
Step 1: Add Knowledge
Knowledge Base is the primary source of information used by AI Agent to answer customer questions.
You can:
Click the Configure button in step 1 of the checklist
Go to: AI Agent > Knowledge Base or Content > Knowledge Base
Before enabling your AI Agent, add the information your customers frequently ask about.
Create an Article
Click Write Article in the top-right corner and fill in the following:
Title & Content
The main information used for search and AI responses
Type
FAQ – for structured question-and-answer content
Article – for longer or descriptive content
Category
Organize your knowledge into custom categories for easier management
Language
The language of the content
Permissions
Enable this option to allow AI Agent to access and use this content
Bulk Upload Articles
Click Bulk Upload in the top-right corner.
Download the template
Fill in your content and save it as a CSV file
Click Upload Document to import the file
After uploading, the system will display:
Number of successfully imported rows
Failed rows with error details
Manage Knowledge
All uploaded content will appear in the knowledge table.
You can:
Search using the search bar
Filter by category or other attributes
Click a title to view and edit content
Edit & Delete
You can update or delete any knowledge entry at any time.
⚠️ Deleting content will immediately affect AI Agent responses and cannot be undone.
Step 2: Configure Agent Skills (Optional)
Agent Skills define what your AI Agent can do.
You can:
Click the Configure button in step 2 of the checklist
Go to: AI Agent > Agent skills
KinoChat provides four core AI Skills:
Fixed Answer: Retrieves answers directly from the FAQ based on the agents' questions.
You can configure fallback strategies if no exact match is found, including fixed fallback message or still provide a possible answer
AI Generated Answer: Generates an answer by searching both FAQ and Article content. AI synthesizes the content to provide a relevant and coherent response.
You can configure fallback strategies if no exact match is found, including fixed fallback message or still provide a possible answer
Free Talk: Enables AI Agent to act as a conversational chatbot, handling casual or open-ended interactions.
Free Talk allows you to customize the AI’s behavior using prompts. You can define how the AI responds in open-ended conversations, including tone, style, and response guidelines.
Step 3: Set Up Human Handoff (Optional)
Human Routing determines:
When the AI Agent should transfer a conversation to a human agent
What happens after a transfer is triggered
You can:
Click the Configure button in step 3 of the checklist
Go to: AI Agent > Human Routing
Routing node
AI only: Conversations are handled entirely by AI without any human agent involvement.
AI first: Conversations are initially handled by AI and are automatically transferred to a human agent when predefined escalation conditions are met or the user requests human assistance.
Condition rule: Conversations are routed to a human agent when the user meets the configured conditions; otherwise, they are handled by AI first.
Escalation rule
Failed AI attempt: Automatically transfers the conversation to a human agent when the number of failed AI responses reaches the configured threshold.
Sentiment detection: Automatically transfers the conversation to a human agent when AI detects negative emotions, such as anger or frustration.
Business rule: Define custom business rules or scenarios that require the conversation to be transferred to a human agent.
Transfer message: Configure the message shown when a conversation is transferred to a human agent.
Step 4: Configure AI Profile
Start by defining how your AI Agent looks, communicates, and represents your business.
You can:
Click the Configure button in step 4 of the checklist
Go to: AI Agent > Deploy
Manage AI Agent’s basic information, including:
Profile: Agent name, Agent description, Voice tone, Language
General context: Company name, Company description
Greeting message: Welcome message when chat starts
Quick reply buttons: Pre-set answer when customer click the label button
Handoff button: Configure the customer-facing button used to request human support.
Fallback message: The fallback message shown when a required AI service is unavailable, such as when Free Talk is unavailable
Save the configuration.
Step 5: Test & Accepting chat
At this step, you've completed all the required configurations.
You can:
Click the Configure button in step 4 of the checklist
Go to: AI Agent > Deploy
Use the Preview to test real AI Agent's responses, inclouding Greeting Messages, Quick Replies, fallback responses, and Human Routing behavior.
All conversations created in Preview are excluded from your customers' actual data records, including Conversations and Dashboard.
You can test your configuration without saving and restart the Preview conversation at any time until you're satisfied with the results.
Once you've verified that your AI Agent is ready to go live and serve real customers.
Return to the AI Agent > Get Started page and turn on the Accepting chat button to start handling customer conversations with AI.
What's Next?
After your AI Agent goes live, continue monitoring your customer conversations and improve your AI over time.
We recommend regularly reviewing:
Update Knowledge
Manage Skills
Modify Human Handoff
Configure AI Profile
Test your Agent
View conversations' performance
Conversation Trace
You can review Conversation to evaluate your AI Agent's responses to real customers and how each response was generated.
Go to: AI Agent > AI Conversation
The response details include three key components:
Knowledge sources: The articles referenced to generate the AI response. Click an article to view its details in the Knowledge Base.
Workflow: The workflow used to generate the AI response, including Fixed Answer, AI Generated, Free Talk, and Transfer to Human.
Transfer reasons: The reasons why a conversation was transferred to a human agent, including a customer request, reaching the failed response threshold, meeting business rules, or detecting negative customer sentiment.
Escalated to human
Review transferred conversations and identify cases that could be handled by AI in the future.
Go to: AI Agent > AI Conversation > Escalated to human
Customer Feedback
Monitor customer feedback and satisfaction to understand how well your AI Agent is performing.
Go to: AI Agent > AI Conversation > AI involved
AI Performance
Use your analytics and conversation data to identify opportunities to improve your AI Agent's accuracy, coverage, and resolution rate.
Go to: AI Agent > Overview
Your AI Agent should be treated as an ongoing system that improves as you learn more about your customers and their questions.
Regularly refine your knowledge, routing rules, and AI profile to deliver more accurate support.
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