What are skills and instructions?
AI Agent Assist helps support agents by analyzing incoming tickets, summarizing them, recommending relevant guides and generating potential answers. You can extend and fine-tune these functions with skills and instructions.
Skills combine actions the AI can take with conditions when they should be triggered (e.g. kicking off an escalation procedure when the customer requests to be transferred to a manager).
Instructions are guidelines that tell the AI how to execute a skill. For example, they can describe the preferred tone and formatting of a generated response. Each instruction can be applied to all skills or to specific ones only.