🛠️ How to create a custom AI agent on Mayday?

👋 Introduction

🤩 Welcome to the universe of custom AI agents!

You are already familiar with our default AI agents, but did you know that you can create your own custom agents? This feature allows you to design assistants perfectly suited to your specific needs and unique use cases.

❓ Feature Presentation

Custom AI agents are intelligent assistants that you create entirely according to your needs. Unlike the default Mayday agents, they are designed by you, for you, to meet your specific use cases.

🎯 Why create your own agents?

• Your needs are unique and may vary depending on your sector, organization, or processes

• Our default agents are useful, but cannot cover all the use cases of all our clients

• You have the freedom to precisely define what your agent does and how it does it

🛠 How to create a custom AI agent?

1⃣ Step 1: Access the configuration

Go to Admin Preferences → Mayday AI → Configure → Configure the agents

2⃣ Step 2: Choose your creation method

You have two options:

• "Create an agent": start from scratch for complete freedom

• Duplicate a default agent: use an existing agent as a base

3⃣ Step 3: Define your agent's personality

Configure:

• Name and logo of your agent

• Clear description of its role

• Instructions (the prompt that defines its behavior)

Good to know:

Within these instructions, you can use a variety of features:

• Editing features available on Mayday content: titles, lists, content mentions, and more.

• Variable insertion to further personalize your content:

  • Mayday system variables: for example, the user's name on Mayday, their email, etc.

  • Integration attributes (Salesforce, Zendesk, Intercom): these are the ticket attributes from these tools connected to Mayday when the integration is enabled.

  Some concrete examples of variable use cases

  • "Always sign the response with {{mayday username}}": the generated response will automatically be signed by the user using the agent on Mayday.

  • "Always start the response with 'Hello {{client name}}'": the response will always begin with a greeting using the client's name.

  • "If {{client location}} is outside Europe, then never offer refunds": useful for tailoring responses based on the client's location.

  • "If {{client type}} is type A, then respond in this way": allows you to personalize responses based on the client type.

🔧 Advanced settings:

• Example question: guide your users on how to use the agent with a sample question

• Infobox: displays important information about the AI agent for your users

• Specific response format: Mayday article, diagnostics, true/false quiz, etc.

  • Perfect for creating agents that build diagnostics or Academy quizzes, for example!

4⃣ Step 4: Configure data sources

📚 Mayday Content

Allows the AI agent to access Mayday knowledge bases and connected external sources:

• ✅ "Always search in the knowledge base": the agent always consults your content before answering a question

• Knowledge base selection knowledge bases: choose precisely which knowledge bases the AI agent will have access to. It can have access to all the knowledge bases, or just one.

• Collection selection: if you do not want to give access to entire knowledge bases, you can give this AI agent access to only specific collections or sub-collections.

  • To do this, simply click the "Add restrictions" button when hovering over a knowledge base.

  • Then, you can select collections or sub-collections from this knowledge base and save.

  • Finally, these restrictions are visible from the "Sources" tab.

  • Important:

    • If a collection A has n sub-collections, all its sub-collections are included when collection A is selected, unless some sub-collections are unchecked.

    • If a collection A contains content and two sub-collections B and C, it is not possible to include only the content of collection A without including at least one of the two sub-collections.

      • In other words, to include the content of collection A, you must select collection A as well as at least one of its sub-collections.

  • The different selection states of a knowledge base or collection are:

    • The entire knowledge base or collection (and all its sub-collections) is selected.

    • The knowledge base or collection is partially selected (some sub-items are selected, others are not).

    • The knowledge base or collection is not selected, nor any sub-items.

• External sources: SharePoint, connected files, etc.

🤝 Collaborative Hub

Allows the AI agent to access tasks from the Mayday Hub to:

• Summarize the week's feedback

• List tasks with upcoming deadlines

• Analyze collaborative activity of your admins

• And many other use cases!

📊 Statistics

Allows the AI agent to access data consultations from the Dashboard to:

• Analyze content consultations

• Identify the most popular content

• Answer all your questions about metrics of your content and users

• And many other use cases!

🎫  Client Ticket Analysis

Allows the AI agent to access customer tickets when they are viewed from the Mayday Widget, the Zendesk app, or the iAdvize app.

Once this source is enabled, several features become available and customizable:

• Client Mood: The AI automatically analyzes the mood of the customer who submitted the ticket to help the agent tailor their response.

• Manual Content Recommendations: If enabled, manual automations created for your Mayday content will appear when the ticket conditions match.

• AI Content Recommendations: If enabled, Mayday AI will automatically suggest the most relevant content to review, based on the current ticket's content.

  The scope of these recommended contents is limited to those accessible by the AI agent in use.

• "Generate Answer" Action: Allows the agent to automatically generate a response to the ticket with a single click in just a few seconds.

• Ticket Summary: Displays a summary of the ticket and the ongoing conversation so the agent can quickly understand the context.

  • The summary structure can be customized for each AI agent.

  • To do this, click the "Custom" option next to the summary to define your preferences.

  • This customization lets you, for example, require a specific structure for summaries.

5⃣ Step 5: Define access to this AI agent

💻 Interfaces

Choose where your agent will be available:

• Admin Center

• Mayday Desk

• Mayday applications (Widget, Zendesk, iAdvize)

👥 User roles

Select who can use your agent according to the defined roles.

📌 Default settings:

• New agent = enabled on all interfaces but no role

• You must select at least one interface AND one role to save

📍 Where and for whom?

Availability: Clients with AI agents activated only

Management: Administrators in Mayday AI preferences

Activation: Contact your CSM if you have not subscribed to the Mayday AI offer

✅ Activation and visibility

For a user to see an AI agent, it must:

1. The agent must be globally activated

2. The agent must be assigned to a user role

3. The user must have access to at least one interface where the agent is available

🧪 How to test your AI agent?

Recommended method:

1. Create a "tester" role in user roles

2. Assign your new agent only to this role

3. Activate the agent

4. Test safely before deployment!

🧠 Want to go further?

Contact your Mayday CSM to subscribe to the Mayday AI offer and unlock the full potential of custom AI agents!