Guide: how to choose the right custom ChatGPT AI agent

According to recent studies, 69% of support leaders are looking to invest more in AI in the upcoming year. However, not every agent is the same. So, how do you pick the AI agent builder that fits your needs?

From a global survey involving over 1,000 support leaders, it's evident that customer service is gearing up to harness AI's potential. It's no longer about 'if' but 'when and how' to use AI.

It's a transformative time in customer service. Both our teams and our customers need to adjust to these new technologies. Given the mix of excitement and skepticism, it's crucial to select the right software to guide your team and customers through the AI transition.

Choosing the right AI agent builder

When navigating new technology, how do you determine which tool will yield the best outcomes? Making the wrong choice could negatively affect your customer experience for years. Here are some key factors and questions to help you make an informed decision.

1. Your support queries: What type of conversations does your team manage daily?

Reflect on the volume of conversations - the number of queries your team currently handles can influence your choice. Think about the usual complexity of conversations. If many questions are repetitive or already covered in your knowledge base, an agent can be a valuable asset. Take into consideration where customer queries originate. If your communication is across multiple channels, ensure the agent can handle them or integrate accordingly.

2. Setup time: How much time can you allocate for the installation?

With the increasing demands on support teams, the setup time for an agent becomes crucial. Some agents can be up and running in minutes, while others might require days or even weeks. Consider the resources you have available for the setup and training process. Especially with limited resources you may want to opt for an agent that is easy to install and train.

3. Privacy and security: What are your data privacy and security requirements?

Data privacy is a top concern for many businesses. Understand how the agent processes and stores customer data. Custom Chatwith Agents use LLM (Large Language Models) to respond to the questions they receive, meaning the information your customers offer will be processed by one of the service providers (OpenAI, Anthropic, Google etc). Ensure your customer data remains secure and is used responsibly and what are the data retention policies of your service providers.

4. Tone and style: How should your bot communicate with customers?

The evolution of AI has made it possible for agents to understand and respond in a more human-like manner. This enhances the user experience which not long ago (in pre-GPT era) was often frustrating and clunky. Ensure the agent can handle complex queries, provide clear, concise answers, and use a tone and style that aligns with your brand.

5. Control: How much control do you want over your custom AI agent?

With the advent of advanced AI models, it's essential to have control over the information the agent provides. Ensure the agent can admit when it doesn't have an answer, is trustworthy and aligned with the knowledge and skills it was trained on. Can it smoothly transition the query to a human agent, if asked to do so or if it's not sure how to respond?

6. Pricing: Which pricing model suits you best?

Understand the pricing model. Some agents charge based on outcomes, like successful query resolutions, while others might charge based on usage, for example the number seats or messages sent.

7. Integration with your tech stack: How well does the AI agent integrate with your existing technology?

It's essential to ensure that the agent you choose can seamlessly integrate with the tools and platforms your team already uses. This ensures a smooth workflow within your team and a consistent experience for your customers. How does the agent installation work? Is it an embedded tool or a standalone app? Can it integrate with your API or existing tools and handle customer queries such as document generation or order status check?

8. Reporting: How does the AI agent measure and report its performance?

Regular reporting is crucial to understand how the agent is performing, where it's succeeding, and where there might be room for improvement. Look for an agent that offers comprehensive analytics and reporting features. Make sure you have access to the past conversations for an easy review and training of the agent.

9. Customer trust: How does the agent build and maintain trust with your customers?

Trust is paramount in customer service. Ensure the agent you choose respects user data, provides accurate information, represents your brand and can seamlessly hand off to a human agent when necessary.