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YCloud AI Agent is an intelligent customer engagement assistant controlled by AI. It can understand customer messages, reply based on your brand context, use knowledge from your uploaded resources, and take supported actions during a conversation. Unlike Rule-based Agent, AI Agent does not mainly rely on predefined workflows or fixed branches. Instead, it is configured through three core parts: Profile, Skills, and Knowledge Base. These settings help the AI understand who it is, what it knows, and what it is allowed to do. If you need strict automation with fixed steps, triggers, and engineered controls, use Rule-based Agent and build the experience with Flows.

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Value

  • AI-controlled conversations: AI Agent can understand customer intent and generate natural responses based on your configuration, rather than only replying when a specific keyword or flow path is triggered.
  • Brand-aligned service: By setting up the agent profile, tone of voice, fallback language, and brand background, you can make the AI Agent respond in a way that matches your business and customer service style.
  • Knowledge-based answers: AI Agent can learn from your Knowledge Base and use it to answer common questions more accurately, reducing repetitive manual support work.
  • Task handling with Skills: Skills help the AI Agent break complex tasks into steps and learn how to handle repeatable business scenarios.
  • Faster response, lower workload: AI Agent can respond instantly and support customers 24/7, helping your team reduce waiting time and focus on higher-value conversations.
  • Human handoff when needed: You can allow the AI Agent to escalate conversations to human agents when the conversation requires manual support.

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AI Agent vs. Rule-based Agent

YCloud now supports two types of agents for different automation needs. AI Agent is best for flexible, AI-led conversations. It uses Profile, Skills, and Knowledge Base to decide how to respond and what actions to take. It is suitable for scenarios where customers may ask questions in different ways, where answers depend on business context, or where the agent needs to reason through a task. Rule-based Agent is best for predictable, process-driven automation. It uses Flows to define exact conversation paths, trigger conditions, and operational steps. It is suitable for structured journeys such as lead collection, menu-based support, campaign flows, or other processes that require strict control.