Use AI agents to perform activities

You can use AI agents to perform tasks. For example, you might configure an AI agent to suggest inputs for the fields on an activity form so that users only need to check the details before submitting. Equally, you might use an AI agent to perform tasks without any user input or supervision, such as generating reports or summarizing content.

To use an AI agent to perform activities, you need to:

• Grant the agent rights on the activity.
• Give the agent access to the case. By default, agents only have access to their initial case, such as the particular support ticket or order case on which the agent activity was performed, or the page used to display the chatbot.

Tip:

When an agent is able to perform an activity (i.e. when it has activity rights and is in the context of the case), it has access to any data that is included in the activity form. For example, if you grant an AI agent rights on an Edit customer details form activity, the agent will have access to any existing attribute values that are mapped into the form fields when starting the activity. If you have granted the agent rights on a dataset, it may also use that information to perform the activity.

Grant agents activity rights

Before granting rights, you must create one or more AI agent roles. The rights that you grant to the agent role determine whether the activity is mandatory or optional, and whether the agent can perform the activity autonomously or only with oversight by a user.

To grant an agent rights to perform an activity:

1. From the activity page, select the Rights tab and click Edit rights.
2. Select the Agent tab. The available rights are listed.
3. Use the relevant picklist to select the agent role(s) to which you want to grant the rights:
   • Execute: The agent performs the mandatory task autonomously (i.e. without user input or oversight).
   • Request: The agent performs the optional activity autonomously.
   • Suggest execute: The agent provides values for the mandatory task but cannot submit the activity form.
   • Suggest request: The agent provides values for the optional activity but cannot submit the activity form.

If you grant an agent execute rights, you also need to trigger the task from another activity, as you would for tasks performed by users.

Tip:

Suggest rights are useful if you want to keep "a human in the loop". If you grant Suggest rights to an agent, you also need to grant Execute or Request rights to a user role so that a user can review the suggestions and submit the activity form.

Give agents access to cases

By default, agents only have access to their initial case, such as the particular support ticket from which the agent activity was performed. To give AI agents access to additional cases:

• Enable context switching from the agent settings.
  • To same attribute allows the agent to switch to any cases that have the same value in the specified platform attribute. For example, you might have a Customer ID platform attribute that is used on both Support ticket and Invoice cases. An agent with access to a support ticket case would be able to switch to all other support ticket and invoice cases that are associated with the same customer.
  • To any case allows the agent to switch to any case using the case ID. This includes any cases identified in an attribute on the current case or a global case, cases listed in datasets on which the agent has rights, and any case IDs specified by the user.
• Specify one or more global cases in the agent activity that initiates the agent conversation. An agent can perform activities (and access the data contained in those activity forms) from global cases without first switching to the context of those cases.

View activities performed by agents

When an agent performs or suggests values for an activity, the details are recorded in the AI conversation case and displayed in the AI conversation widget. Users with rights to perform the activity can then approve the suggestions or make changes before submitting the task.

Optional activities that have been suggested by an AI agent are included in the Optional tasks on current case including suggeested dataset. You can use this default dataset or another dataset that is based on it to display suggested tasks in a grid, template, or tile widget. For more information about displaying data from a dataset, see Use datasets in your application.