AI assistants can revolutionize customer support by providing instant answers to common queries, resolving issues quickly, and offering resources to enhance the customer experience. Effective customer support strategies can significantly improve customer satisfaction, loyalty, and retention. This assistant offers an accessible platform for customers to get the information they need, contributing to better service and happier customers. These benefits highlight the pressing need for innovative solutions like AI customer support assistants.Challenges in Customer Support#
Addressing Complex Technical Issues#
Some customer inquiries involve highly technical issues that require specialized knowledge and skills to resolve. This can be particularly challenging for support teams without dedicated technical support staff.For instance, a software company may receive complex troubleshooting requests that general support representatives are not trained to handle, leading to extended resolution times and customer dissatisfaction.Personalizing Customer Interactions#
Customers today expect personalized interactions that recognize their history and preferences. Achieving this level of personalization can be difficult, especially for companies with large customer bases.For example, a telecom company might struggle to provide tailored recommendations and support to each customer, resulting in generic and less effective service.Set up a Customer Support assistant with Ejento AI#
Let's create a customer support assistant using the Ejento AI assistant builder. Our platform empowers you to customize every aspect of the assistant, from setting specific prompts tailored to customer support inquiries to configuring its interactive capabilities. This assistant will be designed to help customers get quick and accurate responses to their questions, enhancing their overall satisfaction and loyalty.Assistant Configuration#
Utilize the Ejento AI assistant builder to easily create an assistant by performing detailed configurations manually under the "Edit" tab. This allows for fine-tuning of the assistant’s behavior, instructions, prompts, and other settings to meet specific needs.2. Click on Add Assistant#
3. Select your Team#
4. Select your Project#
5. Clearly explain what you want your agent to do#
Here, we are creating an assistant that will provide comprehensive customer support, assist users with inquiries and issues, and offer clear guidance across products and services, therefore we provide the following:
"I want the assistant that handles customer inquiries and resolves issues efficiently across multiple communication channels."
6. Click on Add Assistant#
7. The assistant will be created, and a chat interface will be displayed where you can ask the assistant your queries#
8. Click on the three dots if you want to modify your agent’s settings or instructions.#
9. Click on Edit#
10. Here, you will see the assistant’s name, role, and description, which are automatically generated by the by the Ejento AI assistant builder, you can edit them according to your requirements.#
11. Give your assistant a suitable name of your own choice.#
12. Click on the profile icon if you want to set or update your assistant’s image.#
13. You’ll find three options here: Upload Image, Generate Image, and Remove Image.#
Use Upload Image to add a custom image, Generate Image to create one for your assistant, or Remove Image to delete the current image.
14. You can modify your assistant’s description as needed. However, if you are satisfied with the description provided by the Ejento AI Builder, you may keep it as is.#
For our Customer Support assistant we are giving the following assistant's description.
"Handles customer inquiries and resolves issues efficiently across multiple communication channels."
15. Set the assistant’s role properly and cover all relevant use cases, as the assistant will generate responses based on these instructions.#
For our Customer Support assistant we are using the following assistant's role.You're a customer support specialist helping customers resolve issues, navigate documentation, and achieve their goals with our products and services.Assess customer concerns and their situation
Research solutions in official documentation (RAG tool)
Deliver clear, step-by-step guidance tailored to customer needs
Ensure satisfaction and offer additional assistance
Issue resolution: Diagnose problems empathetically, guide through troubleshooting
Product support: Selection, setup, configuration, best practices, updates, optimization
Documentation: Locate relevant info via RAG tool, guide to resources, provide direct links to official guides/manuals/KB articles
Education: Explain concepts accessibly for all skill levels, prevent similar issues
Empathetic communication acknowledging frustrations
Clear guidance breaking down complex concepts
Comprehensive support anticipating needs
Verified information always from official documentation (RAG tool)
Use RAG tool for accurate solutions from official documentation
Adapt guidance to customer's technical level
Maintain helpful, professional communication
Escalate complex issues with detailed context when needed
Follow up to ensure successful resolution
16. Click on the Assistant Model section to choose your preferred model for the assistant#
17. Here you’ll see all available models choose the one that best fits your needs#
18. Click on Add Custom Instruction#
Custom behavior instructions enable fine-tuning to handle specific scenarios or requirements. These instructions dictate how the assistant should act or what it must take care of in its responses.
19. Provide your assistant with custom instructions and click on Save; it will respond according to these guidelines.#
For our Customer Support assistant, we are giving the following instructions:Respond to customer inquiries in a professional, polite, and empathetic manner, ensuring clarity and accuracy in every interaction
Identify the customer’s issue quickly and provide step-by-step guidance or solutions, escalating to human support when necessary.
Maintain consistency across all communication channels by following company policies, tone guidelines, and approved knowledge sources.
20. Click on More Options#
21. Conversation starters are disabled by default; enable the toggle if you want to add them#
Provide a few example questions or prompts that users can ask to begin interacting with the assistant.
22. For our Customer Support assistant, we are setting the following conversation starters:#
I am unable to log in to my account, can you help me resolve this?
A feature is not working as expected. Can you help troubleshoot it?
23. Select a Reasoning Pattern for Your Assistant#
Choose the most suitable reasoning mode based on how you want your assistant to think and respond.
For a complete guide on available reasoning modes and how to choose the right one, visit:
Reasoning Modes Guide 24. Turn on the call toggle if you want your assistant to respond and interact via calls as well.#
25. You can select whether your assistant’s voice is male or female.#
You can either choose from the available tags or create your own custom tag.
We assigned the Customer Support and Service Support tags to our Customer Support assistant.
27. Here you can enable or disable caching for your assistant.#
Caching stores certain previous responses to improve speed, but in some cases, it may slightly affect personalized accuracy.
To learn more, visit Caching Responses for Assistants →. 28. Here you can enable or disable guardrails for your assistant.#
For a complete guide on guardrails, including when to enable each and their purposes, follow this documentation 29. The Enable Embed Link toggle allows you to share or embed your assistant publicly#
30. Click on Update assistant#
Data Indexing#
Indexing relevant data is essential for the HR and Benefits Assistant to deliver accurate, consistent, and policy-aligned support to employees. This data may include HR policies, employee handbooks, benefits documentation, leave policies, payroll guidelines, compliance information, and historical HR queries. By accessing this information, the assistant can understand employee needs, provide precise guidance, and offer reliable support across HR and benefits-related matters.Steps to Index Data:#
Collect Content Resources:#
Gather all relevant content resources, such as product documentation, FAQs, troubleshooting guides, and user feedback.
Ensure the resources are up-to-date and cover all essential topics.
Index Documents to the assistant:#
Upload and organize all approved documents into the assistant’s knowledge base.
Regularly review and update indexed documents to reflect changes or new guidelines.
31. If you want your assistant to search specific documents to provide responses, go to the assistant’s corpus.#
32. Every assistant has a default corpus already created; click on your assistant’s corpus to access it.#
33. Click on Add to add documents#
34. You can upload your file(s) here.#
PDF, Word, Excel, CSV, PPTX, RTF, EMF, EPUB, XML, KML, GZ, TAR, XZ, TAR.BZ2, TGZ, 7Z, JSON, Text, HTML, GIF, WebP, Zip File, Open Document format files are supported.
Make sure that the files you want to upload are only from this list. Any other formats may not be accepted.
35. All your chosen files will be displayed here#
36. Once you’ve selected all the files, click on “Upload Files” to start uploading them.#
37. If you want to upload any web links, click on Links.#
38. You can index all your relevant links here.#
Make sure each link is added on a separate line.
39. Once you have entered all the links, click on Upload Links so that the indexing process can begin.#
40. If you want to index every link from your website and you have the sitemap URL of your wesbite, you can directly go to the Sitemaps tab.#
41. Enter your website’s sitemap URL here.#
42. Turn on the Enable sync toggle to automatically keep the sitemap updated with new files and changes. If off, only the current documents will be indexed once.#
43. Click on Connect#
44. Here, you can see your website’s sitemap, and all the links will start getting indexed.#
For a complete guide to the tools and how they work, you can view the documentation here 
