Feature Availability

Vtiger Editions: One AI 

Introduction

What is an AI Agent?

The AI Agent Builder lets businesses and developers create intelligent agents to understand and answer user queries using AI and Natural Language Processing (NLP). AI Agents can connect effortlessly with CRM systems, databases, and other tools to ensure access to the most recent data.

AI Agent Builder in Vtiger CRM

The Agent Builder in Vtiger lets you build, test, and deploy autonomous AI-powered Agents to perform various tasks. These AI Agents answer questions, create records, update records, add custom fields, and provide intelligent assistance in real-time for users and customers. 

By integrating LLMs and information within the CRM, Agent Builder allows organizations to improve customer experiences and reduce manual effort.
 

Key Features

The following are the key features of AI Agent Builder in Vtiger CRM:

• Custom AI Agents - Build AI agents tailored to specific business needs by defining their roles, instructions, and behaviors.
• Prompt Builder - Use the Prompt Builder to create structured prompts for AI agents.
• Playground environment - Test AI agent responses in a controlled Playground environment to troubleshoot and improve their behavior before deployment.
• Multiple Query Sources - AI agents can process queries from different sources, including emails, chats, and CRM records.

Benefits 

The benefits of using the AI Agent Builder are:  

• Reduces manual effort by automating repetitive tasks.
• Streamlines workflows and improves overall efficiency.
• Enables quicker responses to customers and internal requests.
• Ensures tasks are performed uniformly every time.
• Provides quicker resolutions to customer issues.

In this article, you’ll learn about:

• Generative AI Designer in Vtiger CRM
• Building an AI  Agent in Vtiger CRM
• Using the AI Agent Playground
• Editing and deleting an Agent

Key Terminology

Overview of the Generative AI Designer

The Generative AI Designer in Vtiger CRM is a centralized hub for managing bot interactions. You can find all GPT-related queries from Live Chat, Cases, Websense, and NLQ in one place.

Generative AI allows you to train the Chatbot using FAQs and articles. The Bot collects user queries from different sources, and by refining its responses, you can gradually improve its accuracy.

Bot Queries

Bot Queries are requests or interactions initiated by your customers with the bots deployed in the CRM.  You will see rectangular boxes with FAQ status and numbers when you click the Bot Queries tab. The numbers are updated based on the status of FAQs. 

Bot Setup

The Bot setup consists of FAQs, articles, and documents. The Bot undergoes training in the Bot setup section and provides answers based on the training on FAQs, articles, and other documents. It will fetch answers from FAQs, articles, and documents.

Let us now take a closer look at the Prompt Builder.

Prompt Builder

The Prompt Builder is a feature in Generative AI that allows CRM admins to create custom AI prompts to generate CRM-specific data. 

Prompt Builder creates the individual conversational elements (prompts) the chatbot will use to interact with users. These prompts are tailored to specific user inputs and responses, utilizing features such as lists, conditional logic, and interactive elements to create engaging conversations.

To learn more about Prompt Builder, click here.

Bot Description

Let's look at some bot description samples before you start building an AI agent.

The text you enter in the Bot Description decides how the AI agent responds. In this description field, outline your bot’s purpose, key features, and the specific tasks it automates.

• Define the Agent's Purpose and Domain:
  • Clear Objective: What is the AI agent supposed to achieve? (e.g., Schedule meetings, Provide customer support, Summarize research papers)
  • Domain of Knowledge: What subject matter will it operate within? (e.g., calendar events, product information, scientific literature)
• Specify Topic Categories:
  • Provide Examples: Give the AI a starting point by listing potential topic categories. (e.g., Meeting time, Meeting attendees, Meeting location, Customer order status, Product features, Research findings, Study methodology)
  • Explain Relationships: Describe how topics might relate to each other. (e.g., Meeting time influences attendee availability, Product features determine customer needs)
• Detail Action Types:
  • List Possible Actions: Provide a range of actions the AI can take. (e.g., Create calendar event, Send email, Query database, Generate summary, Ask clarifying questions)
  • Link Actions to Topics: Explain how actions connect to topics. (e.g., If the topic is 'Meeting time', possible actions are Suggest times, Check availability, and Create calendar event)
• Provide Data Structures (Optional):
  • Schemas or Examples: If you have specific data formats (JSON, XML, etc.) or example interactions, include them. This helps the AI understand how to structure its output.
• Set Constraints and Guidelines:
  • Safety and Ethics: Emphasize any restrictions on the generated topics or actions (e.g., Do not disclose personal information, Avoid biased or harmful language).
  • Preferred Style: Guide the AI's tone and language (e.g., Formal and concise, Friendly and helpful).

Bot Description Samples

Let’s go through a few examples of bot description.

Sample 1: Travel Planning Agent
You are an AI agent designed to assist users with travel planning.

• Topics: Your topics should include Destination, Travel dates, Budget, Accommodation preferences, Activities, and Transportation.
• Actions: You can search for flights, Find hotels, Suggest itineraries, Provide destination information, Estimate costs, and Ask clarifying questions.
• Guidelines: Ensure your suggestions are safe and family-friendly. Be informative and enthusiastic in your responses.

Sample 2: E-Commerce Customer Support Agent

You are an AI Agent designed to help customers with product inquiries, orders, and returns.

Domain: E-commerce, product information, order tracking, customer service policies.

Topics:

• Product details (features, specifications, availability)
• Order status (shipping, delivery, tracking)
• Returns and refunds (policy, process, eligibility)
• Payment and billing (methods, issues, invoices)
• Account management (login, profile, order history)

Actions:

• Answer questions from the knowledge base
• Track order status
• Initiate return request
• Provide shipping updates
• Generate support ticket
• Escalate to human agent

Guidelines:

• Maintain a polite and helpful tone.
• Prioritize customer satisfaction.
• Adhere to company policies.

Sample 3: Personal Productivity Assistant

You are an AI agent designed to help users manage tasks and goals.

• Domain: Task management, time management, goal setting, productivity techniques.
• Topics:
  • Tasks (deadlines, priorities, progress)
  • Goals (short-term, long-term, milestones)
  • Calendar events (appointments, meetings, reminders)
  • To-do lists (organization, categorization, prioritization)
• Actions:
  • Create and schedule tasks
  • Set reminders and notifications
  • Track progress and provide feedback
  • Suggest time management strategies
  • Offer motivational support
• Guidelines:
  • Be supportive and encouraging.
  • Respect user preferences and priorities.
  • Help users achieve their goals effectively.

Building an AI Agent

Building an AI agent in Vtiger enables you to automate processes and deliver intelligent assistance tailored to your specific business requirements.

The Agent Builder can perform various actions, including summarizing information, managing leave events, and creating case records.

Let’s get started with how to build an AI Agent.

Follow these steps to build an AI Agent:

1. Log in to your CRM account.
2. Go to the Main Menu.
3. Go to Platform.
4. Select Generative AI Designer.

5. Click on the Bot Setup tab.

6. Select Agents from the left side menu.

7. Click on +Add Agent.

8. Enter or select the following information:
   1. Bot Name: Enter the name of your AI-powered assistant designed to perform specific tasks.
   2. Bot Description: Enter a brief summary of your bot’s capabilities, key features, and how it benefits users.
   3. Bot Image: Insert an image that represents your bot.
9. Click Next. A Create Agent page opens.

10. Select +Add Topics.
    1. Select From existing actions to add an existing action.
    2. Select Create new to create a new Action.
11. Enter or select the following information in the Details tab to create a topic :
    1. Topic Name: Enter the title of the topic.
    2. Topic Description: Enter a brief summary explaining what the topic is about.
    3. Topic Instruction: Enter the directions for handling the topic.
    4. Keywords: Enter the important terms or phrases associated with the topic.

12. Click the Actions tab to add an action based on your needs.

13. Select +Add Action to add an Action:
    1. Select From existing actions to add an existing action.
    2. Select Create new to create a new Action.

14. Select or enter the following information to create a new Action:
    1. Action Name: Enter the title of the action.
    2. Description: Enter a brief explanation of what the action does.
    3. Action Type: Select the category of the action.
       1. API: Select an API to create and manage agents through API integration.
       2. Prompt: Select Prompt Builder to generate and improve responses.
       3. Reports: Select Reports for the agents to generate and provide insights.
    4. Click Save. An Action will now be created.

15. Click Create Agent. 

Your AI agent is now ready to optimize tasks and provide intelligent support.

AI Agent Playground

An AI Agent Playground helps you to view the sequence of actions performed by an AI Agent to respond to a query. You can use this information to troubleshoot, update the actions and topics, and improve the responses.  
Follow these steps to open the playground:

1. Log in to your CRM account.
2. Go to the Main Menu.
3. Go to Platform.
4. Select Generative AI Designer.
5. Click on the Bot Setup tab.
6. Select Agents to view the list of agents.

 

7. Click on the Playground icon for the agent you want to troubleshoot.

By following these steps, you can easily access the Playground and review your agent.

Let’s look at an example of a Contacts management agent to see how the playground works.

Follow these steps to access information on any Contacts record in the Playground:

1. Log in to your CRM account.
2. Go to the Main Menu.
3. Go to Platform.
4. Select Generative AI Designer.
5. Click on the Bot Setup tab.
6. Select Agents to view the list of agents.
7. Select the Contacts Agent to access the required Contacts information.

8. Click on the Playground icon beside the Contacts Agent. The Playground screen will appear.

9. Enter a query in the prompt to obtain the contact information you need. The Calculus AI will read the prompt and provide the necessary details. To learn more about Calculus AI, click here.
10. The Activity section will display the following details:
    1. Prompt: The input or question to initiate the action.
    2. Topic: The subject of the action.
    3. Action: The specific task or response taken based on the prompt and topic.

Users can efficiently retrieve specific contact information through natural language queries using the Generative AI Designer and the Contacts Agent within the Playground.

 

Managing AI Agents

Editing an Agent

You can modify your Agent's behavior based on the specific actions to be performed.

Follow these steps to edit an Agent:

1. Log in to your CRM account.
2. Go to the Main Menu.
3. Go to Platform.
4. Select Generative AI Designer.
5. Click on the Bot Setup tab.
6. Select Agents to view the list of agents.
7. Select the Agent that you want to modify from the list of agents.

The selected agent can be modified based on the specific actions.

Deleting an Agent

You can delete an agent when it is no longer needed for any actions.

Follow these steps to delete an Agent:

1. Log in to your CRM account.
2. Go to the Main Menu.
3. Go to Platform.
4. Select Generative AI Designer.
5. Click on the Bot Setup tab.
6. Select the Agent that you want to delete.

7. Click the delete icon beside the selected Agent.
8. Select Yes for the confirmation message.

References

Check out the following links for related information:

• Generative AI Designer
• Calculus AI Prompt Builder
• Calculus AI
• Chatbot