Connecting actions to auto assist

Actions let a procedure do things rather than only propose words, and they go in through the Insert action button at the step where they belong.

Actions let a procedure do things rather than only propose words, and they go in through the Insert action button at the step where they belong. This is where auto assist starts saving real time.

Connect one

1. Make sure the action exists and works on its own.
2. Open the procedure in Knowledge admin, under Manage articles and Procedures.
3. At the step where it belongs, click Insert action and choose the action.
4. Write what to do with the result, and what to do if it fails.
5. Publish, then test both outcomes.

What changes

Without actions, a procedure proposes text and the agent goes elsewhere to look things up. With them, the lookup happens in the ticket and the proposed reply already contains the answer.

That is where the minutes are: not in the typing, in the switching between systems.

Read before write

Start with actions that fetch. The agent approves a reply containing real data, and the worst case is that no data arrives. Actions that change something are worth adding once the fetching ones have been running cleanly.

Say what the result means

"If the order shows as delivered, ask whether it was left with a neighbour. If it shows as in transit, give the expected date." The action returns a value; the procedure has to say what each value implies. Inserting the action is the easy half.

Failures need a step

System unavailable, nothing found, ambiguous. Each needs a defined next step, and handing to a person is a good one. Without it the procedure stalls halfway with the agent unsure what was meant to happen.

The agent still approves

Every suggestion must be approved by the agent before it is sent, including anything an action changes. That approval is what makes it acceptable to connect actions that touch orders or money, and it is worth saying to whoever signs off on this.

Watch the edit rate afterwards

Once the procedure has been published for 30 days, its edit rate tells you whether agents are correcting what the action produced. A rise after connecting an action usually means the procedure is misreading the value rather than the action being wrong.

See also

• What actions are and what an AI agent can do with them
• Creating a custom action
• Writing a procedure