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🤖 AI Agents - Captain & Copilot

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📋 What are AI Agents?

• 🤖 Automatically answer frequently asked questions
• 🔍 Qualify leads before passing to human agent
• 📝 Suggest responses to agents (Copilot mode)
• 🌐 Translate messages in real-time
• 📊 Analyze sentiments of customers
• ⏰ Support 24/7 when team is offline

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🎯 Types of AI Agents

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🚀 Configure AI Agent

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Step 1: Access Settings

1. Go to “Settings” → “Apps”
2. Look for “OpenAI” or “Dialogflow”
3. Click “Configure”

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Step 2: Connect AI Provider

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Option A: OpenAI (ChatGPT)

1. Get your API Key at platform.openai.com
2. Paste key in “API Key” field
3. Choose model:
   • gpt-4 - Smarter (more expensive)
   • gpt-3.5-turbo - Fast and economical
4. Click “Connect”

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Option B: Dialogflow (Google)

1. Create project on Google Cloud
2. Enable Dialogflow API
3. Download JSON credentials file
4. Upload to Chatwoot
5. Click “Connect”

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Step 3: Configure Behavior

You are a helpful assistant for [YOUR COMPANY].
Be polite, professional and objective.
If you don't know something, transfer to a human agent.

• ✅ Answer product questions
• ✅ Collect contact information
• ✅ Qualify interest
• ❌ Don’t promise discounts without approval
• ❌ Don’t give complex technical info

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Step 4: Define Operation Mode

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Captain Mode (Automatic)

1. Enable “Auto-respond”
2. Define when to activate:
   • ⏰ After hours: Only when offline
   • 🔥 High demand: When queue > 10 conversations
   • 🎯 Always: For initial qualification
3. Define when to transfer:
   • “I need to speak with a human”
   • “I want to place an order”
   • After 3 messages without resolution

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Copilot Mode (Assistant)

1. Enable “Suggest responses”
2. Configure when to suggest:
   • 💬 Every customer message
   • ⏱️ If agent takes > 30 seconds
   • 🤔 When customer asks question
3. Agent sees suggestion and decides whether to use

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💬 Captain - Automatic Responses

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How It Works

Customer: What are your business hours?
🤖 Captain: Hello! Our hours are Monday-Friday, 9am-6pm. 
           Can I help with anything else?

Customer: How much is the premium plan?
🤖 Captain: The Premium Plan costs $299/month. 
           Includes all advanced features.
           Would you like more details?

Customer: I want to buy
🤖 Captain: Great! I'll transfer you to a specialist...
           [Transfers to human agent]

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Knowledge Base

1. FAQ: Frequently asked questions
2. Policies: Shipping, returns, refunds
3. Catalog: Products and prices
4. Processes: How your service works

1. Go to “Settings” → “Help Center”
2. Create organized articles
3. AI automatically uses them as reference

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✨ Copilot - Agent Assistance

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How It Works

┌─────────────────────────────────────────┐
│ 💬 Customer: How do I cancel?          │
├─────────────────────────────────────────┤
│ 💡 AI Suggestion:                       │
│                                         │
│ "Hi! To cancel, you can:               │
│ 1. Access My Account > Subscriptions   │
│ 2. Click 'Cancel Subscription'         │
│ 3. Or I can do this for you.           │
│ Which do you prefer?"                   │
│                                         │
│ [✓ Use this response] [✗ Ignore]       │
└─────────────────────────────────────────┘

• ⚡ Faster responses
• 📝 Response standardization
• 🎓 Training for new agents
• 🌐 Automatic translation suggestions

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📊 AI Metrics

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AI Dashboard

• Resolution Rate: % conversations resolved without human
• Response Time: AI average speed
• Satisfaction: CSAT of AI-handled conversations
• Transfers: How many times needed human
• Savings: Hours saved from team

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Improve Performance

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💡 Best Practices

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Transparency

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Limits

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Continuous Improvement

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🚀 Next Steps