Think of an AI assistant that represents your company, speaks the language of your customers, understands their needs, knows its limitations, and knows when to transfer a request to your staff. With the new Persona connector, our flespi AI agents can become a part of your customer service.
You can give an existing agent a fully new personality and define its manner of action towards customers. The agent retains its abilities, and the persona tailors the experience for your product and your audience.
From a platform agent to your assistant
A persona defines the agent's name, its target audience, how it presents the underlying technology, and the communication style it uses when interacting with customers. A customer of a fleet management service may be accustomed to talking about vehicles, fleets, and reports. A technical operator dealing with the underlying telematics system might be conditioned to use different terminology. So, a persona will help the digital agent talk in terms that are familiar to the audience and offer it their own technical competence in the context of the platform they use daily.
Moreover, you can also choose how the assistant presents itself. There are two types of behavior. With open disclosure, it can mention flespi and connected systems when relevant. With branded disclosure, it presents itself under your product's identity, so it feels like a natural part of your service rather than a separate third-party tool.
Help that goes beyond answers
With the proper connectors, an agent is able to use the systems and data that are available to it. For example, when a client wishes to create a report, the assistant will discuss the requirements with the client, assist with the design of the report in the language of the platform, clarify details, and submit the change for approval.
This is where the persona and the connected capabilities come together; connectors define what an agent can access and do, while its persona defines how it guides customers through those tasks. The personification is the way it guides the customer through the task. In particular, this is an advantage with telematics services, where customers may not be familiar with the technology. A fleet manager wants to get an overview of his fleet and get things done, not learn the names of the systems and entities behind the interface. Instead of having to set up technical settings, the customer can describe what he wants to do in his own words.
One experience across your customer base
The Persona connector is especially useful when you want to offer an assistant for a variety of customers, without the need to create separate procedures for each one. A telematics system could offer service companies a personal assistant adapted to their role and account management tasks, and a system integrator could offer fleet customers an assistant inside its own application, giving them a familiar way to interact with the connected telematics system.
The same persona can be used for several agents. Each agent works with the connected systems of its customer and saves its conversation history, while the shared persona keeps the identity and the instructions of the assistant. If you change the product terms, or you want to make changes to the assistant's instructions for certain requests, you can only update the shared one, instead of having to create several separate copies of these instructions for each customer.
How to get started
Simple. Ask your existing flespi AI agent to create a persona for you. Let him know whom the assistant will serve, what it will do, and how it will act and communicate. Your agent will create the persona, build the connector, and then assign it to the agents you choose. For a detailed description of the procedure, see the Persona connector guide. Plus, if you'd like to share access to the systems that have no connector (e.g., a ticketing or CRM), you can use the HTTP API connector, which is described here.