Author of this article：Miya, Search engine optimization expert
Artificial intelligence agents are no longer just simple tools-they have become important members of corporate teams and are reshaping the way companies interact with customers.
AI agents can automatically process queries and provideReal-time solution, andImprove the work efficiency of the team, has become an indispensable part of modern enterprises. But in order to truly realize its potential, the key lies in how to manage it effectively.
As a person who has managed AI agents, I have a deep understanding of how this technology can revolutionize daily operations and bring new opportunities to enterprise development. If properly managed, AI agents can not only reduce operating costs, but also improve customer satisfaction, enhance employee capabilities, and even directly bring about performance growth.
But this shift will not happen automatically. It needs to be well thought outManagement strategy, Systematic planning, and a clear understanding of the role of AI agents in the enterprise.
Next, I will share the six core points of managing AI agents. From treating AI agents as an important part of the team to usingautomationBring business value, these experiences will help you better control The future development of AI customer service。
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- 1. Clarify the role of AI agents
- 2. Let AI agents empower the team, not replace people
- 3. Pay attention to precise automation to avoid “tasteless" functions
- 4. AI knowledge management is the key to long-term operations
- 5. Manage AI agents like employees
- 6. Transparency is the foundation for AI agents to build trust
- Fully upgrade AI agent management with MixDesk
- The management of AI agents determines the future of the enterprise
1. Clarify the role of AI agents
AI agents can efficiently and automatically handle repetitive customer service tasks while maintaining high-quality service standards. But its ability is far more than just dealing with basic problems. Today's AI agents can already handle complex, multi-step customer inquiries, and even cover refined issues that required manual intervention in the past.
This ability allows companies to expand customer support services more efficiently. AI agents with intelligent understanding and omni-channel support capabilities can not only reduce operating costs, but also ensure a high-quality customer experience.
However, the value of AI agents is not just “Cost reduction and efficiency”. From my experience, it is even more of aStrategic assets, Can improve customer service standards, optimize the customer experience, and help companies maintain stable operations during peak business periods. For example, financial technology companies may face a large number of complex consultations during the IPO or policy adjustment period. AI agents can help handle these high-load conversations, thereby ensuring a high level ofCustomer satisfaction, While freeing up manual customer service resources to deal with more urgent situations.
Core points: When companies regard AI agents as business growthStrategic assets, not just oneAutomation toolsWhen they can use AI agents to promote a higher level of business value, such as increasing customer loyalty andBusiness growth。
2. Let AI agents empower the team, not replace people
Automation is not to replace labor, but to allow labor to exert greater value. According to my experience, one of the greatest values of AI agents isGet rid of repetitive tasks for the customer service team, So as to focus on more complex work order processing and career development.
For example, after the introduction of AI agents, my former company reorganized its customer service team and added new roles such as AI operations managers and product experts. These positions not only improve team morale, but also create a new career development path, allowing employees to focus on analyzing customer data, optimizing the response strategies of AI agents, and even participating in higher-level customer experience design.
Core points: Through AI agents to optimize the customer service workflow, enterprises can free up labor resources and invest them in more efficient customer service.Strategic valueTasks such asCustomer relationship managementAnd business growth planning.
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3. Pay attention to precise automation to avoid “tasteless" functions
The effectiveness of automation depends on its accuracy. In my practical experience，A truly efficient AI agent canAccurately understand complex consultations, and provide in line with business logicsolution, Not just simplyAutomatic reply。
For example, when dealing with requests involving sensitive information such as account issues or subscription changes, AI agents not only need to understand customer intentions, but also ensure compliance and seamlessly integrate with the company's technical systems to provide personalized solutions.
However, the accuracy will not be automatically improved, and companies need to perform AI agents.systemOtherwise, incorrect automation will not only fail to improve efficiency, but will bring friction and reduce user trust.
Core points: Accurate AI agents allow customers to obtain services that are more tailored to their needs, while helping companies build trust and achieve quantifiable business returns.
4. AI knowledge management is the key to long-term operations
To keep AI agents efficient，Must have an accurate and clear、Constantly updated knowledge base。
In the process of managing AI agents, maintaining a knowledge base takes up a lot of time, but the rewards it brings are equally huge-when an AI agent can learn from accurate sources of information, it can respond to customer questions faster and more accurately, and reduce unnecessary manual upgrades.
In order to ensure that AI agents always use the latest information, I have promoted the company to establish a knowledge maintenance mechanism composed of domain experts and product teams. They regularly review and update the AI knowledge base so that AI agents are always in line with the latest products, policies, and customer expectations.
At the same time, generative AI technology can also automatically learn these updates, further reducing labor maintenance costs and improving the adaptive ability of AI.
Core points：Knowledge managementNot only is it to improve efficiency, but it is also the key to avoiding the damage caused by misinformation to the customer experience and brand reputation.
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5. Manage AI agents like employees
A good AI agent does not automatically grow after deployment. It needs to be regularly evaluated, optimized, and trained like an employee.
In my management experience, we will regularly analyze the AI agent'sDialogue data, Find where it underperforms, and improve its performance by adjusting rules and optimizing the knowledge base. This continuous optimization strategy has increased the customer satisfaction (CSAT) of our AI agents by 10 percentage points, while significantly reducing the workload of manual customer service.
In order to quantify the success of AI agents, we adopted **Automatic resolution rate (AR)、Customer satisfaction(CSAT) and return on investment (ROI)** and other key indicators, and conduct regular performance evaluations to ensure that AI agents are continuously optimized and consistent with corporate goals.
Core points: Regard AI agents as part of the enterprise team, optimize and evaluate regularly to ensure that it always creates value for the enterprise.
6. Transparency is the foundation for AI agents to build trust
AI proxyMode of operationIt should be transparent to customers and internal teams. I have encountered AI agents that generate incorrect answers (i.e. AI "illusion" questions), which can affect customer trust.
In order to solve this problem, we have adopted a kind ofOpen and transparentstrategy, Took the initiative to explain the working mechanism of AI agents to customers and internal teams, and established a perfect feedback mechanism so that product experts can directly test the response of AI and provide optimization suggestions.
This method not only improves Accuracy of AI, It also enhances the trust in AI agents within the enterprise, making it easier for customers and employees to accept.
Core points: Transparency can reduce resistance in the AI application process and allow AI agents to be better integrated into the enterprise service system.
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Fully upgrade AI agent management with MixDesk
Successfully managing AI agents requires not only a clear strategy, but also aIntelligent and global AI customer service management tool, To help enterprises achieve cost reduction, efficiency and sustained growth in marketing and customer service.
MixDesk AI Agent pass AI empowerment + Omni-channel integration + Intelligent automation, Help enterprises build an efficient social customer service system and realize the seamless integration of marketing and service：
- AI empowers intelligent customer service： MixDesk relies onBig language model technology, Let AI agents have morePrecise and cordialStrong communication skills, able to automatically handle customer inquiries, provide personalized recommendations, and flexibly switch according to needsMarketing and service model。
- Omni-channel & multi-language support： MixDesk unified integration Livechat、Whatsapp、Facebook、Instagram、Line, Email、Telegram And other channels, support Dozens of languages around the world Natural response, truly realized“One platform, global chat”.
- Intelligent automation workflow: MixDesk can automatically assign customer service tasks, intelligent identification of customer needs, and realizeExtremely fast response, Improve the efficiency of problem solving, so that the marketing and service processEfficient collaboration。
With MixDesk, companies can more easily manage AI agents, enhance the global customer interaction experience, and make AI customer service not only an automated tool, but also a strategic asset that truly promotes business growth.
Mixdesk is an overseas multi-channel intelligent customer communication platform that can unify multiple channels such as Facebook, Instagram, WhatsApp, Line, Telegram, and Email to help companies communicate and serve customers. Mixdesk also supports AI employee functions, allowing enterprises to achieve more efficient automated customer service.
The management of AI agents determines the future of the enterprise
Efficient management of AI agents can not only improveCustomer service efficiency, Can also improve customer satisfaction and create higher business value for enterprises.
As an AI agent manager, I know very well AI agentThe core of management is not just technology, but a combination of communication, innovation and strategic planning. Enterprises need to establish a sound management mechanism to allow AI agents to truly realize their due potential.
In the future, AI managers will become a key role in the success of enterprises. They will lead the co-evolution of AI agents and human customer service, and promote the customer service industry to enter a new era of intelligence.
By mastering these six key points, your AI agent andCustomer service teamWill all move towards higher success!
(Want to know more? You can directly add the contact information of the business consultant to obtain an exclusive customer acquisition plan.)
