Getting Started with DoubleTick's AI Agent
What is AI Agent?
AI Agent is DoubleTick's built-in AI assistant that helps you automatically handle customer conversations on WhatsApp, without requiring a human agent for every interaction.
You can train your AI Agent using your business information, such as FAQs, website content, product or service details, policies, and instructions. It uses this information to understand customer questions, provide relevant responses, and take actions during a conversation.
The AI Agent can work across different stages of the customer journey — from answering an initial enquiry and qualifying a lead to booking an appointment, collecting information, and handing the conversation to a human agent when needed.
What Can the AI Agent Do?
Your AI Agent can do more than answer FAQs. Depending on how you configure it, it can understand customer requests, use your business knowledge, take actions, and move a conversation forward.
Here are some of the things your AI Agent can do:
Capability
What the AI Agent can do
Answer customer questions
Respond to customer queries using your FAQs, website content, policies, and other knowledge sources.
Understand voice notes
Convert customer voice notes into text, understand the message, and respond accordingly. Voice notes are supported in multiple languages.
Qualify leads
Ask relevant questions, collect details such as requirements or preferences, and help identify qualified leads.
Recommend products or services
Use the information available to suggest the right product, service, or option based on the customer's needs.
Take actions
Trigger configured actions, connect with external systems through APIs, and perform tasks based on the conversation.
Trigger Bot Studio journeys
Start relevant Bot Studio journeys based on customer conversations and conditions.
Capture customer information
Collect important customer details and save them as structured information in DoubleTick when configured.
Handle multiple languages
Understand and respond to customers in supported languages, including multilingual conversations.
Send rich messages
Share supported rich content such as images, documents, or other configured message types.
Hand over to a human agent
Transfer a conversation to your team when the AI Agent needs human assistance or when a handoff is configured.
Note: Voice note support is currently being rolled out gradually and may not be available on every account. Contact the DoubleTick Support Team to enable this feature.
How Does the AI Agent Work?
At a high level, the AI Agent follows four steps:
1. Understand the customer It reads the customer's message and identifies what they are trying to achieve.
2. Refer to your business information It uses the knowledge, instructions, FAQs, websites, and other sources you have provided.
3. Respond or take action Based on your configuration, it can answer the customer, ask follow-up questions, trigger a workflow, call an external system, or perform another configured action.
4. Hand over when needed When the conversation requires human intervention, the AI Agent can hand it over to a team member.
This allows your AI Agent to handle conversations from the initial enquiry through to the next step, while keeping your team involved whenever necessary.
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