Laura Meschi

I think we did the best thing we could do, and we were quite brave in exploring also the actions and making it available to the virtual agent to be able to do something and not just answering based on the knowledge base. And that's something we want to leverage on. That's how we picked it.

I think we did the best thing we could do, and we were quite brave in exploring also the actions and making it available to the virtual agent to be able to do something and not just answering based on the knowledge base. And that's something we want to leverage on. That's how we picked it.

I think we did the best thing we could do, and we were quite brave in exploring also the actions and making it available to the virtual agent to be able to do something and not just answering based on the knowledge base. And that's something we want to leverage on. That's how we picked it.

But it's a mix of type of queries and type of interaction that you can have with the virtual agent that we got to, but quite unconsciously. Like I wasn't aware of conscious that we were mixing up FAQs and personalized type of questions and access.

But it's a mix of type of queries and type of interaction that you can have with the virtual agent that we got to, but quite unconsciously. Like I wasn't aware of conscious that we were mixing up FAQs and personalized type of questions and access.

But it's a mix of type of queries and type of interaction that you can have with the virtual agent that we got to, but quite unconsciously. Like I wasn't aware of conscious that we were mixing up FAQs and personalized type of questions and access.

Now I realize it in hindsight when I look back and look at the different type of use cases we have and when you go to conferences and you see that we should start from FAQs only and then move forward. I was like, okay, we were quite brave and brave. you know, mixed things up a little bit.

Now I realize it in hindsight when I look back and look at the different type of use cases we have and when you go to conferences and you see that we should start from FAQs only and then move forward. I was like, okay, we were quite brave and brave. you know, mixed things up a little bit.

Now I realize it in hindsight when I look back and look at the different type of use cases we have and when you go to conferences and you see that we should start from FAQs only and then move forward. I was like, okay, we were quite brave and brave. you know, mixed things up a little bit.

Because of the use cases that we picked, we had to have a knowledge base that could sustain the FAQs type of questions. We were already using a knowledge base and we had articles that belonged to a menu-based bot that we retired when we implemented the agent force agent. So we used a little bit of that.

Because of the use cases that we picked, we had to have a knowledge base that could sustain the FAQs type of questions. We were already using a knowledge base and we had articles that belonged to a menu-based bot that we retired when we implemented the agent force agent. So we used a little bit of that.

Because of the use cases that we picked, we had to have a knowledge base that could sustain the FAQs type of questions. We were already using a knowledge base and we had articles that belonged to a menu-based bot that we retired when we implemented the agent force agent. So we used a little bit of that.

Of course, it might be in need of a cleanup, but we were already at a very advanced stage when it comes to having the knowledge required for this project inside Salesforce. Some of the use cases required more personalized information, as I said, information about your flights or luggage or your cancellation terms for your specific bookings.

Of course, it might be in need of a cleanup, but we were already at a very advanced stage when it comes to having the knowledge required for this project inside Salesforce. Some of the use cases required more personalized information, as I said, information about your flights or luggage or your cancellation terms for your specific bookings.

Of course, it might be in need of a cleanup, but we were already at a very advanced stage when it comes to having the knowledge required for this project inside Salesforce. Some of the use cases required more personalized information, as I said, information about your flights or luggage or your cancellation terms for your specific bookings.

So we had to push that type of data inside Salesforce for us to be able to then have the virtual agent look at the data depending on the question that he was asked and being able to refer it back to the customer. So it took a little bit of preparation and I would say the more data that is in Salesforce, the better it is for you to start the agent force journey.

So we had to push that type of data inside Salesforce for us to be able to then have the virtual agent look at the data depending on the question that he was asked and being able to refer it back to the customer. So it took a little bit of preparation and I would say the more data that is in Salesforce, the better it is for you to start the agent force journey.

So we had to push that type of data inside Salesforce for us to be able to then have the virtual agent look at the data depending on the question that he was asked and being able to refer it back to the customer. So it took a little bit of preparation and I would say the more data that is in Salesforce, the better it is for you to start the agent force journey.

It's all about the quality of the data you have.

It's all about the quality of the data you have.