WEBVTT 00:00.040 --> 00:04.560 Okay, we'll bring this home by making a quick flow of agents to solve a little business problem. 00:04.560 --> 00:06.320 Why not just a toy? 00:06.320 --> 00:06.760 Example. 00:06.760 --> 00:10.680 Let's start by going to knowledge Bases and add another document. 00:10.720 --> 00:14.920 Let's create a new text thing and let's let's call it a stock. 00:14.960 --> 00:17.760 It's going to be what the shop has in stock. 00:17.880 --> 00:22.000 And what we're going to have in stock is going to be a few Apple products. 00:22.040 --> 00:22.760 There you go. 00:22.920 --> 00:27.040 An Apple Watch Series 11, iPhone 13 Pro Max and MacBook Pro. 00:27.080 --> 00:28.680 Oh, we might as well make it an M4. 00:29.200 --> 00:29.720 There we go. 00:29.760 --> 00:31.120 That's going to be the stock. 00:31.320 --> 00:34.160 And we'll create that as another knowledge base. 00:34.160 --> 00:35.800 Of course it could be something much longer. 00:36.040 --> 00:36.920 There we have it. 00:36.920 --> 00:39.600 Now we're going to set up a little, uh, agent workflow okay. 00:39.600 --> 00:42.880 So we're going to try out the workflow functionality right here. 00:43.080 --> 00:45.840 And we are going to start by picking a template. 00:45.840 --> 00:47.720 Why not to get us up and running. 00:47.720 --> 00:52.720 We'll pick the qualification flow template we looked at earlier as our starting point for our little 00:52.720 --> 00:53.880 experiment. 00:54.120 --> 00:56.120 And let's just go through and edit this. 00:56.120 --> 00:59.000 So the first agent is called the qualification agent. 00:59.000 --> 01:05.590 We're going to change this to being the main agent, the one to kick off the conversation and we're 01:05.590 --> 01:07.030 going to keep it very simple. 01:07.070 --> 01:11.430 The conversation goal, which is the prompt, we'll say you're a customer support rep at a store that 01:11.430 --> 01:12.550 sells Apple products. 01:12.550 --> 01:15.190 You direct the user's question as appropriate. 01:15.190 --> 01:20.470 I'm turning on override prompt, which means this completely replaces the prompts that we put in the 01:20.470 --> 01:21.630 agent tab there. 01:22.110 --> 01:23.190 Who will we have? 01:23.230 --> 01:26.390 Let's let's pick Miz Walker as the person that will answer the phone. 01:26.430 --> 01:27.830 Miss Walker will take it. 01:27.830 --> 01:30.110 And, uh, that is a good setting. 01:30.310 --> 01:36.830 Um, and we will, uh, we will make sure that she does not inherit the knowledge base. 01:36.830 --> 01:40.630 So she is coming in with no knowledge coming in to take this call. 01:40.870 --> 01:42.910 Okay, that is the first agent. 01:42.910 --> 01:43.310 All right. 01:43.350 --> 01:45.790 Now we're coming to technical support. 01:45.790 --> 01:51.830 So for technical support, we are going to say that the prompt here should be you're able to answer 01:51.830 --> 01:54.310 general questions about Apple products. 01:54.310 --> 01:57.190 And we will say that should override the previous prompt. 01:57.190 --> 02:00.270 We will have this being someone let's choose someone new. 02:00.310 --> 02:02.750 The Russell outgoing and excited. 02:02.790 --> 02:05.310 You can be our our Apple products person. 02:05.310 --> 02:06.980 You need a knowledge base for that. 02:06.980 --> 02:08.140 Don't inherit. 02:08.420 --> 02:10.380 Instead, we're going to give you a document. 02:10.380 --> 02:12.820 It will be the Apple product details document. 02:13.020 --> 02:13.460 There. 02:13.500 --> 02:14.140 There we are. 02:14.540 --> 02:15.020 Nice. 02:15.020 --> 02:16.140 You've got the knowledge. 02:16.140 --> 02:17.060 You've got your prompt. 02:17.060 --> 02:18.300 It overrides. 02:18.300 --> 02:20.140 We're set with technical support. 02:20.180 --> 02:23.180 We're going to change the name to be product support though. 02:23.340 --> 02:24.620 Make it a bit more accurate. 02:25.100 --> 02:27.620 Product support is done okay. 02:27.660 --> 02:33.660 And now to billing support we're going to change this to be stock spec. 02:37.060 --> 02:37.780 There we go. 02:38.380 --> 02:45.220 Uh, and this is going to be someone that can answer questions about what the store has in stock. 02:45.220 --> 02:46.980 So let's put exactly that. 02:46.980 --> 02:49.100 Let's override the previous prompt. 02:49.300 --> 02:50.820 Who should we have for this one. 02:51.060 --> 02:52.540 Have someone let's have Stokes. 02:52.780 --> 02:54.180 Don't know what Stokes sounds like. 02:54.380 --> 02:56.540 Uh, and we need to give them a knowledge base. 02:56.540 --> 02:58.100 We won't inherit the knowledge base. 02:58.100 --> 02:59.460 We'll add a document. 02:59.460 --> 03:01.780 We will add stock in there. 03:01.820 --> 03:02.580 There we go. 03:02.620 --> 03:04.140 We have stock specialists. 03:04.220 --> 03:07.380 One thing we've got left to do, we need to set these edges. 03:07.380 --> 03:12.370 These are the conditions that decide whether the main agent routes this way or that way. 03:12.410 --> 03:13.330 Let's set that now. 03:13.370 --> 03:13.770 Okay. 03:13.810 --> 03:16.090 So I'm going to select this edge. 03:16.130 --> 03:18.170 It's called it's an LM condition. 03:18.170 --> 03:19.930 The label is technical issue. 03:19.970 --> 03:23.610 Let's change that to be product question. 03:25.810 --> 03:29.970 The user has a question a general question. 03:32.890 --> 03:35.650 About Apple products. 03:36.810 --> 03:37.570 There we go. 03:37.610 --> 03:40.370 That's done over here to this other edge. 03:40.610 --> 03:42.330 It's a LM condition. 03:42.370 --> 03:44.010 It's a label is billing issue. 03:44.050 --> 03:46.450 Let's make that stock question. 03:47.210 --> 04:00.530 And let's say the user has a question about what Apple products the store has in stock. 04:01.050 --> 04:04.090 That seems crystal clear to me, which is always a good sign. 04:04.290 --> 04:06.570 I think we are ready to give this thing a try. 04:06.770 --> 04:07.970 Okay, let's give it a whirl. 04:08.090 --> 04:10.290 Press preview and then call AI agent. 04:12.330 --> 04:12.890 Hello. 04:12.890 --> 04:13.930 How can I help you today? 04:14.210 --> 04:14.690 Hello. 04:14.690 --> 04:15.330 How are you? 04:16.570 --> 04:17.330 I'm doing well. 04:17.330 --> 04:18.330 Thank you for asking. 04:18.330 --> 04:20.330 How can I assist you with Apple products today? 04:20.730 --> 04:25.250 Yeah, I'm interested in what the latest model of the Apple Watch is. 04:27.370 --> 04:31.290 The latest model, the Apple Watch, is the Apple Watch Series 11. 04:31.330 --> 04:36.490 There's also the Apple Watch S3, which is a more affordable option, and the Apple Watch Ultra three, 04:36.810 --> 04:40.690 which is designed for ruggedness and endurance. 04:41.730 --> 04:43.650 Do any of those sound like what you're looking for? 04:43.890 --> 04:45.210 Yeah, they all sound great. 04:45.210 --> 04:45.890 Thank you. 04:49.930 --> 04:50.330 And that. 04:50.330 --> 04:50.770 Finished it. 04:50.810 --> 04:51.530 It terminated. 04:51.570 --> 04:52.770 How was your conversation? 04:52.970 --> 04:53.850 Very good. 04:53.890 --> 04:55.210 So let's try it again. 04:55.210 --> 04:57.770 Let's ask it go a different route this time. 04:57.770 --> 04:58.930 Let's see what happens. 05:03.770 --> 05:04.410 Hello. 05:04.410 --> 05:05.530 How can I help you today? 05:05.570 --> 05:06.570 Hey, how are you doing? 05:09.370 --> 05:10.010 I'm doing well. 05:10.010 --> 05:10.930 Thank you for asking. 05:10.930 --> 05:13.050 How can I assist you with Apple products today? 05:13.370 --> 05:18.080 Yeah, I'm wondering what models of the MacBook Pro you have in stock. 05:20.680 --> 05:25.840 We currently have the MacBook Pro M4 in stock, and there you have it. 05:25.840 --> 05:28.480 That's, uh, that is a successful test run. 05:28.480 --> 05:32.760 So you just saw a pretty simple example of being able to ask a question. 05:32.760 --> 05:35.400 And based on that, it was being routed. 05:35.440 --> 05:38.320 And you notice it's not as if you have to repeat the question or something. 05:38.320 --> 05:42.280 It's that that whole question was being routed to the right rep. 05:42.400 --> 05:46.720 And of course, what you'd find is you can imagine from this very simplistic example and picture, is 05:46.720 --> 05:51.720 that if you then asked the specialist a question about the product, they wouldn't be able to answer 05:51.720 --> 05:51.960 it. 05:51.960 --> 05:55.840 You'd have to add in more edges to allow for the conversation to go back. 05:56.000 --> 06:01.560 Um, but this is now we're not going to go into depth of this tool because we're going to be hooking 06:01.560 --> 06:03.640 up our voice agents to Nw10. 06:03.680 --> 06:08.280 But I wanted to show it to you, and I wanted to say that if you have simple use cases like this, if 06:08.280 --> 06:14.680 you just want to build something, which is a customer support rep with a knowledge base and with some 06:14.680 --> 06:19.790 ability to move between different, different messages, perhaps different types of operator. 06:19.830 --> 06:21.990 Then you have that tool at your disposal. 06:22.030 --> 06:27.670 11 labs can do it all, and it's really easy to use and it's really high quality. 06:27.670 --> 06:30.270 So experiment with it a bit and I hope you enjoy it. 06:30.270 --> 06:36.350 And that's a wrap on our first day of experimenting with 11 labs and building voice agents. 06:36.350 --> 06:41.870 I hope you were blown away by how easy it was to build a bunch of different voice agents, and to throw 06:41.870 --> 06:45.670 in knowledge bases and a bit of a workflow there as well. 06:45.870 --> 06:48.110 Uh, we, we got we got a bit into it. 06:48.110 --> 06:54.110 As I say, we're not going to go too much more because we're going to be using innate and still as the 06:54.150 --> 06:56.950 kind of back end to what we build with voice agents. 06:56.950 --> 07:01.710 It's the marriage between 11 labs and nine that is so very powerful. 07:01.950 --> 07:05.470 That's what we're going to be doing, and we're going to be starting that tomorrow. 07:05.790 --> 07:07.750 And I can't wait to get there. 07:07.750 --> 07:13.830 But as usual, first we have to take a moment to say, wow, 40% of the way through. 07:13.870 --> 07:16.470 I hope you're starting to feel a bit more of a pro. 07:16.670 --> 07:20.910 You certainly will after tomorrow when we hook these two platforms together.