Introduction
Conversational Agents enable organizations to build intelligent chat and voice experiences that can answer questions, execute actions, access enterprise knowledge, and interact with users across multiple communication channels.
Built on the IB-X Unified Automation Platform, Conversational Agents combine large language models, enterprise knowledge, workflow automation, and external integrations to deliver natural and context-aware interactions.
Conversational Agents can be used for a wide range of business scenarios including customer support, employee assistance, IT helpdesk, knowledge discovery, process automation, and task execution.
Key Capabilities
- Natural language conversations through chat and voice
- Knowledge-grounded responses using enterprise content
- Workflow and tool execution for business actions
- Multi-channel deployment across supported communication platforms
- Configurable AI personas and behavioral instructions
- Real-time voice interactions with speech recognition and synthesis
- Conversation history and contextual awareness
- Enterprise-grade security, governance, and monitoring
Architecture Overview
A Conversational Agent typically combines the following capabilities:
- Large Language Models (LLMs)
- Knowledge Ingestion Service
- Workflow Automation
- External Systems and Integrations
- Voice Services
- Channel Integrations
Together, these capabilities enable agents to understand user requests, retrieve relevant information, perform actions, and generate responses.
Documentation Guide
The following documents provide detailed information about Conversational Agents.
| Document | Description |
|---|---|
| Architecture | Conversational Agent architecture and processing model |
| Building a Conversational Agent | Creating and configuring Conversational Agents |
| AI Persona | Defining agent behavior, tone, and instructions |
| Knowledge Grounding | Connecting agents to enterprise knowledge |
| Tools and Actions | Executing workflows and business operations |
| Voice Capabilities | Configuring voice interactions and speech services |
| Best Practices | Recommendations for building effective agents |