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AI Gateway

This gateway is not deprecated, however the AI Agent module is the recommended approach for new use cases, as it is more powerful and flexible and has lower latency due to its ability to call multiple tools and knowledge sources per question.

Introduction​

The AI decides which path a customer inquiry that is entered in the chat is routed to (respond to a knowledge request, answer a follow-up question or react to small talk). This module requires a Message Start event to work. It will not work with the regular start event.

How to use the module​

Automatically add the AI gateway to your Agent​

In your agent, head over to the Knowledge tab. Activate the input field by clicking "Yes" below "Should the text input field be shown?". A button "Activate AI" will appear. Click the button and then click on "Manage" to configure your AI gateway and the AI modules.

Manually add AI gateway to your Agent​

Add the AI gateway module to your Agent via drag & drop. Make sure a Message Start event is used.

Add paths and their description​

Connect AI with LoyJoy agents: Add new paths with a description to the AI gateway module. The description is used by AI to route to different paths. The description should be a short sentence that describes the path, for example your agent. That way AI will route customers to the right agents / processes. Use a Jump back module to link to the target agent.

Default paths and descriptions​

Path 1: Knowledge question

Default path description:

Good for answering a standalone question that clearly does not refer to a previous answer or question.

Path 2: Follow-up question

Default path description:

Good if the input is not an independent question but refers to a subject from a previous question or answer. Hint: Such questions can use pronouns to refer to the previous subject. Example: "How does it work", "And when?", or "What is its name". Or Inputs like "Fahrrad" where no full question is given.

Path 3: Small talk

Default path description:

Good for casual conversations, small talk and informal discussions. Suitable for addressing simple inquiries like 'How are you?' or 'What is your name?' as well as expressing gratitude with phrases like 'Thank you' or exchanging greetings.