Utarbeidet med KI.
What is a topic in an agent?
A topic describes a single conversation: what the user can ask, how the agent responds, and which follow-up questions it asks to move the conversation forward.
Where the answer needs to be precise and consistent every time. Opening hours, return policies, how to book an appointment. Here, you don’t want the agent to phrase things freely — you want it to say exactly what you have decided.
When the questions vary too much to be anticipated, it is better to let the agent answer based on the knowledge articles than to try to write a topic for every variation.
Each topic must be maintained whenever something changes. Twenty well-thought-out topics are better than a hundred mediocre ones. Start with the five most frequently asked questions—you already know what they are.
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