Overview

Training your AI Customer Agent means giving it the information, instructions, and guidance it needs to handle customer conversations effectively.

DealOnca can help you train and improve your Agent through four main areas: configuration, Knowledge, Strategies, and human handoff rules.

Configure your Agent

Start by defining who your Agent is and how it should communicate.

Work with DealOnca to set or refine the Agent’s name, company or brand, products or services, objective, tone, playbook, and additional instructions.

For example:

“Update my Agent’s objective to qualify leads and schedule consultations.”

“Make the Agent’s tone professional and concise.”

“Add this step to the Agent’s playbook.”

Clear configuration gives your Agent consistent guidance for how conversations should be handled.

Build your Agent’s Knowledge

Knowledge determines what your Agent knows about your business.

Give DealOnca information such as product or service details, pricing, FAQs, policies, guides, and use cases. You can provide individual pieces of information or work with documents and other business materials.

For example:

“Add this FAQ to Knowledge.”

“Update our current pricing information.”

“Help me identify missing Knowledge about our cancellation policy.”

Keep this information accurate and remove outdated or conflicting content when your business changes.

Add Strategies

Strategies give your Agent guidance for handling specific customer situations.

A Strategy can include a Scenario, Strategy, and Script.

The Scenario describes when the guidance should apply. The Strategy explains how the Agent should approach the situation, while the Script can provide example wording.

For example, you could create a Strategy for customers who think the price is too high, need more time to decide, or have a specific objection.

Use Strategies for recurring situations where Knowledge alone does not provide enough conversational guidance.

Configure human handoff rules

Human handoff rules determine when your Agent should stop handling a conversation automatically and request help from your team.

Use DealOnca to review or adjust handoff rules for situations where human attention is needed.

These might include missing Knowledge, sensitive requests, customer requests for a human, or business-specific situations where your team should take over.

Test your training

After making important changes, go to Agents, select your Agent, then open Basic Info > Try Me.

Ask questions related to the Knowledge or Strategy you just added. Continue with follow-up questions to confirm that the Agent maintains context and follows its objective, tone, and playbook.

If the response isn’t correct, return to the relevant configuration, Knowledge, or Strategy and improve it.

Learn from Support Needed conversations

Real customer conversations are another useful source for improving your Agent.

When a conversation appears as Support Needed, review why the Agent required assistance and respond to the customer manually.

Then determine what the Agent was missing. Add new Knowledge when it lacked information, create a Strategy when it needed conversational guidance, or adjust a handoff rule when the situation should continue requiring human attention.

Test the improvement before returning the conversation to Autopilot.

Keep training your Agent

Agent training is an ongoing process.

As your products, pricing, policies, and customer questions change, continue updating your Agent. Review recurring customer questions and Support Needed conversations to identify areas that could be improved.

DealOnca can help you organize these changes, identify gaps, and refine your Agent as your customer conversations evolve.