Introduction to AI Agent

AI Agents in SparrowDesk are designed to answer customer queries instantly and efficiently. They can currently be activated for chat conversations, with email support coming very soon. By automating responses to common questions, AI Agents help your support team save time and focus on building meaningful relationships with customers.

Why Use AI Agent?

AI Agents can make a big difference in how your support team operates. Instead of spending time answering repetitive questions, they step in to handle those instantly, leaving your team free to focus on more meaningful customer interactions. Here are some of the main reasons businesses choose to use them:

• Faster responses: Customers get instant answers without waiting for a human agent.
• Efficiency: AI handles routine queries so your team can focus on complex issues.
• Better customer experience: Quick, accurate responses reduce frustration and increase satisfaction.

How Does It Work?

AI Agent works by relying on the information and resources you provide. Once set up, it carefully processes customer questions, tries to understand the context, and then responds based on the knowledge it has. Here’s what you can expect:

• AI Agent uses the knowledge you provide (through documents, website URLs, or SparrowDesk Help Center articles).
• It can clarify questions before giving an answer to ensure accuracy.
• If AI cannot answer a question, the conversation is safely transferred to a human agent, ensuring no customer is left hanging.

Configuration Options

When setting up your AI Agent, there are several configuration options available to match it to your business needs. These options let you define how the AI introduces itself, how it communicates, and what should happen if it cannot answer a question. You have full control over how your AI Agent behaves:

• Persona: Choose the agent's name, tone, and avatar.
• Greeting message: Customize the first interaction customers see.
• Response style: Configure whether the AI answers in short, detailed, friendly, or formal tones.
• Fallback behaviour: Decide whether unanswered queries should remain unassigned, go to a team, or be assigned to a specific agent.

Billing

Billing for AI Agent is based on successful resolutions only. This means you are not charged for every interaction, but specifically when the AI Agent is able to complete a query for the customer. You will only be charged when AI Agent successfully resolves a customer query.

A resolution happens when:

• Customers confirm their question is answered, or
• Customers leave after receiving a useful response and there is no further activity for 48 hours (we will consider those as resolved conversations).
• If AI Agent cannot answer, you will not be charged.

AI Agents give you the perfect balance of automation and human support—helping you scale customer service while maintaining quality.