Getting started

Your first two weeks: from sources connected to agent live

Starting with your first two weeks using Unless, you will move from connecting your knowledge sources to having your Customer Agent live and ready to assist your customers. This initial phase is crucial for setting up the foundation that powers your AI-driven customer experience.

week 1: connect your systems and configure settings

The first week is all about integrating your existing data and configuring the core settings that the agent needs to operate effectively. Begin by plugging in your key knowledge sources such as your help center, product documentation, and any relevant marketing sites. These sources feed the agent’s Living Knowledge, the continuously updated library of your business information.

Alongside knowledge sources, connect your helpdesk and CRM systems to enrich the agent’s context about your customers. This integration enables the agent to personalize interactions and access relevant customer data securely.

During this week, you will also configure audiences—customer segments based on behavior or demographics—to tailor AI responses and experiences. Compliance settings are set up to ensure data privacy and regulatory adherence, including managing consent and data protection controls.

week 2: build knowledge and test quality

With your systems connected, the second week focuses on training the agent by building the knowledge base from your connected sources. The platform crawls and processes your content into a structured content library, creating indexed items that the agent can reference to answer questions accurately.

You will run test scenarios to simulate real customer interactions, previewing how the agent responds in different languages and contexts. This testing phase helps identify gaps in coverage and areas where the AI’s answers may need refinement.

Quality reports generated during this week provide insights into the agent’s performance, highlighting any inaccuracies or missing information. These reports guide you in fine-tuning the knowledge base before going live, ensuring the agent delivers reliable and helpful responses.

preparing for live deployment

By the end of the second week, your Customer Agent will have a solid foundation of knowledge and tested responses. The next steps involve stakeholder reviews and final adjustments before enabling the agent to handle real customer traffic.

Throughout these first two weeks, you will also configure language settings in your workspace, including the base language of your content, allowed languages for customer interaction, and a fallback language for cases where the customer’s language cannot be detected.

Installing the Unless snippet on your website is a prerequisite that should be completed early on. This snippet loads the Customer Agent asynchronously and is safe to deploy on production sites even before the agent is live.

conclusion

The first two weeks with Unless focus on connecting your existing knowledge and customer systems, building a comprehensive knowledge base, and rigorously testing the agent’s responses. This structured approach ensures your Customer Agent is well-prepared to provide accurate, personalized assistance from day one, setting the stage for a successful AI-powered customer experience.