Training Center: Create Protocols for Your AI Agents

What is the Training Center?

The Training Center is where you create, organize, and manage protocols that your AI agents use to generate responses to customer inquiries. When a customer question comes in, your agent first identifies which protocols are relevant before deciding how to respond, what information to retrieve from integrations, and what content to pull from your website.

Key features of the Training Center:

• Organize protocols into logical categories
• Create conversational protocols using natural language
• Access an AI assistant to help generate protocols

A well-structured Training Center ensures your agents have access to the most relevant information when interacting with customers:

Creating Effective Protocols

Protocols can be written in a conversational style, making them easy to create and maintain:

• Use natural language to describe customer scenarios
• Include potential variations of customer inquiries
• Specify what information the agent should retrieve from integrations
• Define what website content is relevant to specific inquiries
• Outline step-by-step procedures for handling complex situations

The AI protocol assistant helps streamline this process by generating protocols based on your input. If you're curious about how it works, simply ask the assistant questions, and it will guide you through the protocol creation process, asking for clarification when needed.

Protocol Specificity

For maximum effectiveness, each protocol should focus on a single specific topic:

• One topic per protocol: Never combine multiple topics in a single protocol
• Create distinct protocols: If topics are related but separate, create different protocols for each
• Be extremely specific: Clearly define when certain instructions apply
• Context matters: The more specific your contextual instructions, the better the agent performance

By maintaining this level of specificity, your agents can more accurately identify and apply the relevant protocols when responding to customer inquiries.

Protocol Organization

Effectively organizing your protocols is crucial for agent performance:

• Create logical categories (e.g., Returns, Shipping, Product Information)
• Ensure protocols are comprehensive yet focused
• Avoid redundant or contradictory information across protocols
• Regularly review and update protocols as policies change

Reviewing and Editing Protocols

Always verify protocol accuracy before implementation:

• Review AI-generated protocols for accuracy and completeness
• Ensure protocols align with current company policies
• Test protocols with sample customer inquiries

To edit or change existing protocols, simply tell the protocol assistant AI what you'd like to modify. It will create a new version with changes highlighted in green and removed elements in red, making it easy to track revisions.

Protocol Usage Feedback

Minimal provides transparency into which protocols are used in customer interactions:

• Click the "Sources" link in feedback attached to internal notes in your ticketing system
• View exactly which protocols were used to generate the response
• Note that more protocols appear in sources than were actually used (providing a safety margin)
• Use this feedback to update and refine your protocols over time

This feedback loop allows you to continuously improve your protocols based on real customer interactions.

Best Practices

To maximize the effectiveness of your Training Center:

• Start with your most common customer inquiries
• Be specific about when protocols should be applied
• Include edge cases and exceptions within protocols
• Regularly update protocols based on customer interactions
• Maintain consistent terminology across all protocols

FAQ

Need help getting started with your Training Center? Reach out to our support team for guidance on creating effective protocols for your specific business needs.