Having the possibility of an AI Agent specialized in Khoros to answer your questions and solve your issues can significantly reduce the time for you to get help.
Even in cases where the AI Agent cannot solve your issue, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.
To maximize the probability of having a productive interaction with the AI Support Agent we recommend you follow some basic "best practices":
1. Describe the issue in detail from the beginning.
Similar to what you would do when raising a ticket.
| ✅ "We are unable to promote a user to admin rights, we get this error: Access Denied You do not have sufficient privileges for this resource or its parent to perform this action" ❌ "Permission issues" |
2. If the AI Agent doesn't understand your question, rephrase it.
| "What's wrong with my category?" AI Agent: "Can you please provide more details or ask differently?" ✅ "I have created a category and now I can't actually create any other children within it" ❌ "What's wrong with my category?" |
3. If you are offered buttons, use them.
| AI Agent: "Have I answered your question?" (Yes) (No) ✅ <<Press the (No) button>> ❌ "I'm asking about the X feature" |
4. Don't ask for an agent without letting the AI Agent try to solve your issue.
The AI Agent has access to the entire knowledge repository, and is backed up by AI. Don't underestimate it!
| AI Agent: "How can I help?" ✅ "I need some help with resolving an oAuth issue while configuring API access to Khoros" ❌ "I need an agent" |
5. Always review the related articles suggested by the AI Agent.
6. Don't panic!
We know that the AI Agent is not perfect and we are 100% dedicated to improving it. If the AI Agent is unable to help you, it will eventually transfer you to an agent after having gathered required information.
Ciprian Nastase
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