About AI Triage Agent

The 1Stream AI Triage Agent is designed to ask the caller a set of questions, capture their responses, and create a ticket in your 1Stream integrated CRM / PSA. The call can then be transferred to the appropriate team (via Call Queue or Ring Group) to answer. The ticket will automatically pop on the screen for your agent who answers the call, giving them the context needed to begin assisting the caller. 1Stream will automatically associate the agent's call with the ticket, which depending on your configuration, results in the call recording, transcription, and automatic time entry being posted to the ticket shortly after the call has ended.

Default Out of Box Experience

We have default audio prompts in place that will greet the caller, ask three questions, capture their responses, and create a service ticket. If you prefer to use your own custom audio prompts, see the Customization section below.

Audio Prompt 1 - “Hi, I'm a virtual agent here to get you to the right place. What do you need help with today?”

Audio Prompt 2 - “Got it. When did this issue start?”

Audio Prompt 3 - “Alright. Have you tried any troubleshooting steps so far?”

Audio Prompt 4 - “I've captured your information. Please hold while we transfer your call to an agent.”

Customizing the AI Triage Agent

Use the steps in this section if you prefer to use your own custom audio prompts and prompt text with the AI Triage Agent. Please reach out to the 1Stream Implementation team to provide your custom audio files so they can be placed in the appropriate area. Our Development team is actively working on a method that will allow you to upload your own audio files.

1. Login to the 1Stream IQ Integrations Portal
2. Navigate to Administration → Manage Organization in the top right menu
   
3. Scroll down to Phone System Enhancements section and click on AI Agent Parameters.
   
4. Click the green circled plus (+) icon in the new AI Agent Parameters window.
5. Create a Title for reference and click Save.
   
6. In the Prompt Cnt section, enter the number of audio prompts your AI Triage Agent will use.
7. In the Prompt 1 Text section, enter the custom text that will be populated in your Ticket Description and used with Audio Prompt 1. The caller's transcribed response will populate below this text.
8. In the Prompt 1 FileName section, enter the full filename of your audio file, including “.wav” at the end.
   
   Example for Prompt 1: 
   Prompt 1 Text: What do you need help with?
   Prompt 1 FileName: Intro.wav
   Autotask Ticket Description Example:
   
9. Repeat same process for Prompts 2 - 6 as needed. Leave fields empty if they will not be used.
10. In the Close Option section, choose from one of the following options:
    1. PlayMessageTransfer - Caller is transferred to Success DN after Close Option FileName audio is played.
    2. PromptForAgent - Caller presses 1 on their keypad if they would like to speak with an Agent (transferred to Success DN). Caller presses 2 on their keypad to end the call. “Press 1 if you would like to speak with an agent, otherwise press 2" 
    3. PlayMessageEnd - Call is ended after Close Option FileName audio is played.
11. In the Close Option FileName section, enter the full filename of your outro audio, including “.wav” at the end. This is the last audio prompt the caller will hear before their call is routed by one of the Close Options selected above.
12. In the Success DN section, enter the internal extension number that callers will be transferred to when either PlayMessageTransfer or PromptForAgent Close Options are selected.
13. In the Failed DN section, enter the internal extension number that callers will be transferred to in the event of any routing failure or outage with the AI Triage Agent feature. 
    1. Both the Success DN and Failed DN are commonly set to the same extension of your Call Queue or Ring Group that answer incoming calls.
14. Click Save when done.

Crete a Ticket Snapshot

The ticket snapshot will be used by the AI Agent to set the ticket fields (Board, Queue, Status, Ticket Type, etc.) that are used in creating the ticket.

1. Open your 1Stream Client
2. Navigate to a contact page and click the Journal / Book icon (Add New Ticket)
   
3. In the Add New Ticket window, set the default ticket fields that should be used by the AI Triage Agent. 
   Leave the Summary and Ticket Description fields empty, as these will automatically be populated for you with the caller's responses. 
   
4. Scroll down and click the create form snapshot CID link
   
5. For Autotask only, uncheck the Role and Site fields in the “Check off the fields to include” section.
6. In the Snapshot Name section, enter a name/label for identifying this snapshot. (e.g. New AI Ticket)
   
7. Login to the 1Stream IQ Integrations Portal
8. Navigate to Administration → Manage Organization in the top right menu
   
9. Scroll down to the Connected Account and CRM Settings section and click OpenAI
10. In the AI Agent Ticket Snapshot dropdown, select the Ticket Snapshot you just created.
11. Save

Adding to your Call Flow

1. Login to the 1Stream Control Portal and load your phone system
2. Navigate to the Call Flow drop down menu and select IVR
3. Edit your preferred menu option, and set the Action to Call processing script
4. Select aiagent or aiagentdyn from the list of results
   
5. Save.

Call Flow Best Practices

We recommend creating a new IVR titled “Ticket Prompt IVR” that incoming support / helpdesk calls are directed to. Callers can press 1 if they have an existing ticket, or 2 if they are calling with a new support request. This combines our Ticket Number Call Routing feature with the AI Triage Agent and ensures that all incoming support calls have a ticket automatically associated. The end result is less manual work and clicks for your team.

If you have completed all of these steps, the AI Triage Agent is ready for testing on your system. We recommend meeting with a member of our Implementation team if further customization is needed or if you have questions regarding best practices on implementing this feature.