AI agent validation - Rollout process

Ready to validate the performance of your AI agents? In this section, we describe the end-to-end rollout process that bridges the gap between Syntrix simulations and the Conversational Cloud agent workspace.

  1. As per our best practices, verify that the AI agent can effectively handle its total conversation load, accounting for both live customer traffic (if the bot is already in use in Production) and the additional load that will be generated by simulations. You might need to add additional agent connectors. See the best practice.
  2. In Conversational Cloud:
    1. Create a skill that's dedicated for simulations, that is, the skill will only be used by Syntrix. (Manage > Users & Skills > Skills).
    2. Assign the skill to your AI agent's bot user (Manage > Users & Skills > Users).

    Even if the AI agent is handling live traffic, simulations will only be generated on the skill you specify in the scenario in Syntrix. You do this next.

  3. In Syntrix:
    1. Define a scenario. Assign the skill that you created in Step 1 to the scenario.
    2. Define a persona.
    3. Define a profile if desired.
    4. Run the simulation.
  4. In Conversational Cloud: On the All Conversations tab in the Agent Workspace, wait for a conversation between the synthetic customer and the AI agent to begin, and monitor its progress.
  5. In Syntrix, review the results (go to Simulation workshop), and click the simulation. You can even watch the results as they update in real time.

Agent training - Play the agent before rollout

Want to see how your scenarios hold up before trying them out with your live agents? This section covers the end-to-end testing process—a crucial step where you bridge the gap between Syntrix simulations and the Conversational Cloud agent workspace.

Instead of waiting for your agents to find a flaw in your setup, you’ll step into the agent’s role and interact with a synthetic customer. It’s the best way to ensure your scenarios and personas feel authentic and work well before rollout to your agents.

  1. In Conversational Cloud, create a "test" skill (Manage > Users & Skills > Skills). Assign the test skill to your own user. Make sure your user is assigned the Agent role. (Learn how to import skills.)
  2. In Syntrix:
    1. Define a scenario. Assign the "test" skill to the scenario.
    2. Define a persona.
    3. Define a profile if desired.
    4. Run the simulation.
  3. In Conversational Cloud:
    1. If your account is using "Manual mode," listen for the ring that signals an incoming conversation, and accept the conversation. Or, if it's using "Auto accept," just check your conversation list in My Conversations. (Learn more about these modes.)
    2. Assume the role of the agent, and chat with the synthetic customer via the My Conversations tab.
    3. Close the conversation when appropriate.
  4. In Syntrix, review the results (go to Simulation workshop).

When you're ready for your agents to participate in simulations, in the relevant scenarios, replace the "test" skill with one that's in use in Production. Then begin your simulations as per your requirements.