AI
AI Assistant
Interactive Mockups ยท POC
POC ยท Week 1
CW
Chan W.

AI Assistant Agent View

Unified AI Assistant serving both agents and customers. Switch audience to see different content, tone, and redirect targets configured in the back-end.

Session active
๐Ÿ”’ assistant.example.com/agent/assistant
๐Ÿค–

AI Assistant

Online ยท Scoped to agent servicing

AI guidance only ยท Redirection opens external systems ยท No direct service submission
Quick Actions
Popular Topics

Operation Back-end Knowledge & Config Management

Full self-service control: manage documents by audience, configure front-end Quick Actions & Popular Topics, tune prompts per audience, and monitor both front-end and back-end performance.

7 config areas ยท 0 documents
๐Ÿ”’ assistant.example.com/admin/knowledge-base
Front-end Config
Monitoring
System

Knowledge Documents

Upload, review, and manage source documents powering the AI Assistant

Total Documents
6
โ†‘ 1 this week
Agent-facing
3
Internal guidance
Customer-facing
2
Public self-service
Both Audiences
1
Shared content

Document Library

DocumentAudienceStatusChunksUpdatedActions
๐Ÿ’ก

Audience routing: Each document is tagged Agent, Customer, or Both. When the AI Assistant answers, it retrieves only from documents matching the current audience โ€” so agents see internal procedures, while customers see simplified self-service content.

Pending Review

Q&A Pairs

Redirect Rules

Configure Front-end Quick Actions

These are the shortcut buttons shown in the AI Assistant sidebar. Changes take effect immediately for the selected audience. Drag to reorder, toggle to enable/disable.

Configure Front-end Popular Topics

Popular Topics are suggested conversation starters. They help guide users to high-value questions and can be tailored per audience.

Sets the overall voice and formality of the AI's replies for this audience.
Core instruction defining the AI's role, scope, and behavior for this audience.
Explicit behavioral rules. Do's are encouraged patterns; Don'ts are prohibited behaviors.
โœ… Do's
๐Ÿšซ Don'ts
Always cite source documents
Append a source chip to every factual answer
Escalate when confidence < 60%
Route uncertain answers to manual fallback
Allow service redirects
Show redirect cards (form downloads, 1DSP, P10 links)
Block PII in prompts
Prevent ID numbers, full addresses, and bank details from entering the model
Total Queries (7d)
1,247
โ†‘ 18% vs prev week
AI Answer Accuracy
87%
โ†‘ 4 pts
Avg. Response Time
1.8s
โ†“ 0.3s
Human Escalation
12%
โ†“ 3 pts

Query Volume โ€” Last 7 Days

Daily incoming messages by audience
142Mon
168Tue
154Wed
192Thu
206Fri
176Sat
209Sun

Audience Split

Agents vs Customers โ€” last 7 days
58%
Agents
Agents ยท 723 queries
Customers ยท 524 queries

Top 5 Questions

Most frequently asked this week
1How to download reinstatement form?186
2What is the maximum cash payment?142
3How to submit reinstatement service?118
4Auto-payment setup steps?94
5Third-party payment requirements?71

Redirect Card Performance

Click-through rate by redirect target
Form Library68% CTR
1DSP Reinstatement54% CTR
P10 Policy Inquiry82% CTR
Manual Escalation31% CTR

Fallback Reasons

Why the AI escalated or failed to answer
Out of scope42%
Low confidence28%
PII detected18%
User requested human12%

Knowledge Gaps

Questions with no confident answer โ€” candidates for new content
โš ๏ธReinstatement interest calculation for MVLP plans12
โš ๏ธOverseas bank draft submission steps9
โš ๏ธKDollar redemption rules for lapsed policies7

Back-end Engagement Metrics

How Operation teams are using the admin console
Documents uploaded (7d)12
Q&A pairs edited (7d)28
Redirect rules tuned (7d)5
Prompt updates (7d)3
Avg. time to publish new doc6.2 min
% content self-maintained (no IT)94%

Accuracy by Topic

AI answer accuracy broken down by content domain
92%Payment
88%Auto-Pay
85%Reinstate
78%Third-Party
90%General FAQ
71%Edge Cases

Users

Chunk and index new documents immediately after upload.
Ask the user to confirm before opening external systems.