Building a Conversational AI Agent

The most basic application is a stand-alone conversational AI Age

How to Build a Multi-Channel Conversational AI Agent in raia

🧭 Overview

The raia platform allows you to create Conversational AI Agents that work across Live Chat, SMS, Email, and Voice. You can deploy them as internal tools or public-facing assistants — with no code required.

Agents are built in Launch Pad, trained in Copilot, and launched/monitored in Mission Control.

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🏗️ Phase 1 – Build in Launch Pad

1. Create the Agent

In Launch Pad, click Create Agent:

• Choose a Role (e.g., Support, Sales, Analyst)

• Set:

  • Public Name

  • Internal Name

  • Description

  • Tags

2. Define Agent Instructions

Instructions define your agent’s tone, logic, and scope.

Example:

You are a helpful AI assistant for ACME Corp. You answer questions from users across chat, SMS, email, and voice. Greet users warmly, keep answers short, escalate if unsure.

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3. Upload Knowledge & Packs

Train your agent using:

• Internal documents (PDFs, Docs, Sheets)

• Knowledge base exports

• Website content

• Training Packs (reusable content bundles)

Use raia Connect to:

• Clean and format raw content

• Convert into structured Markdown or JSON

• Push directly to the agent’s vector store

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4. Enable Multi-Channel Skills

In the Skills tab, activate:

✅ Live Chat Skill

• Customize chat widget

• Set welcome message and branding

• Embed on your site via HTML snippet

✅ SMS Skill

• Assign number (via Twilio)

• Set opt-in/out message flow

• Use for support, outreach, or reminders

✅ Email Skill

• Use @raiabot.com or your domain

• Set reply signature and fallback messages

• Auto-respond to inbound messages

✅ Voice Skill

• Assign number

• Add greeting, IVR options, and transcription

• Use for inbound or outbound calling

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5. Add Integrations via Skills

🔌 Webhook Skill

Push transcripts, metadata, or scores to:

• CRM (e.g., Salesforce, HubSpot)

• Ticketing system (e.g., Zendesk, Jira)

• Internal databases

📬 Notification Skill

Send alerts via SMS or email to:

• Notify internal teams when a conversation starts or ends

• Route qualified conversations to human agents

🧠 Scoring Skill

Score each conversation:

• Based on quality, accuracy, or qualification

• Identify high-priority interactions for follow-up

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🧪 Phase 2 – Train in Copilot

✅ Internal Testing

• Team members ask questions using Copilot

• AI responds with answers from its knowledge

• Feedback loop:

  • Thumbs up/down

  • Edit answers

  • Mark as “Include in Training”

👤 Human Takeover

In live interactions, support staff can:

• Take over conversations directly in Copilot

• View history and continue the thread

• Hand back to the AI when ready

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🚀 Phase 3 – Deploy in Mission Control

1. Activate Skills

In Mission Control, set each channel’s status to Active:

• Live Chat → embed and monitor

• SMS → send and receive

• Email → respond to inbound

• Voice → answer and transcribe

2. Launch Outbound Campaigns (optional)

• Upload contact list

• Write message templates (SMS or Email)

• Send via Mission Control

• AI handles replies, qualifies leads, and scores conversations

3. Monitor & Optimize

• View scores, tags, and summaries in Mission Control

• Use filters to review top or low-performing threads

• Refine training content weekly

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🧠 Use Case Example: Omni-Channel Support Agent

Feature	Implementation
Live Chat	Embedded on help site
SMS	Twilio number for 24/7 user questions
Email	Connect [email protected]
Voice	Phone support with escalation routing
Notifications	Alert support team when agent stuck
Webhooks	Push transcripts into Zendesk
Scoring	Highlight unclear responses
Copilot	Real-time human handoff & training

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✅ Setup Checklist

Task	Status
Agent role, name, and instructions defined	✅
Knowledge uploaded and Packs added	✅
Live Chat, SMS, Email, and Voice skills active	✅
Webhook + Notification + Scoring configured	✅
Copilot tested by internal team	✅
Conversation accuracy ≥95%	✅
Live deployment complete	✅

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🔁 Ongoing Improvement Tips

• Review Copilot feedback weekly

• Update training Packs regularly via raia Connect

• Monitor scores to detect weak answers

• Adjust escalation logic as needed

• Rotate human reviewers for objective feedback

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