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AI Agents Overview

AI Agents are the core of Orki's automation capabilities. They are intelligent conversational assistants that handle customer inquiries 24/7, respond in your brand's voice, and seamlessly escalate to human agents when needed.

What are AI Agents?​

An AI Agent in Orki is a configurable conversational AI that:

  • Understands context: Uses your knowledge base to provide accurate, relevant answers
  • Maintains personality: Responds consistently in the voice and style you define
  • Handles multiple channels: Works across WhatsApp, Instagram, and Web Chat
  • Learns and improves: Gets smarter when you resolve conversations with "Resolve & Learn"
  • Knows its limits: Automatically hands over to humans when it can't help

How "Resolve & Learn" Works​

When you take over a conversation from the AI and finish helping the customer, you can click Resolve & Learn instead of just resolving the chat. Orki will automatically generate FAQs based on the conversation, which appear in your Knowledge Base > Suggested FAQs. Review and approve these to continuously improve your agent's knowledge.

Agent Types​

When creating a new agent, you'll choose between two types:

Agent TypeDescription
Customer ServiceOptimized for support inquiries, answering questions, and helping customers
MarketingOptimized for sales conversations, promotions, and lead engagement

The main difference between these types is the base prompt that guides the agent's behavior. Otherwise, they have the same capabilities and can be customized however you need.

Agent Limits​

The number of agents you can create depends on your plan. To view your current usage and limits:

  1. Go to Account Settings
  2. Click Billing
  3. View your usage for agents, FAQs, websites, and more

Language Support​

AI Agents are not limited to a single language. By default, your agent will respond in whatever language the customer uses.

You can also set a dialect preference (e.g., Gulf Arabic, Egyptian Arabic) that the agent will use when conversing in Arabic. This ensures culturally appropriate responses for your target audience.

Creating an Agent​

To create a new AI agent:

  1. Click Agents in the sidebar
  2. Click Add New Agent
  3. Select your agent type (Customer Service or Marketing)
  4. You'll be redirected to the agent's configuration page

Agent Configuration Pages​

Once your agent is created, click on an agent card to open its configuration. You'll have access to these pages:

PageDescription
PersonalityConfigure agent name, personality, dialect, response style, and custom instructions
HandoverSet up rules for when the agent should transfer to a human or another agent
Follow UpConfigure automated follow-up messages
Knowledge BaseManage which knowledge sources the agent can access
ToolsManage which API tools the agent can use

AI Media Understanding​

Orki's AI agents can understand more than just text:

  • Images: Analyze photos, receipts, and screenshots sent by customers
  • Videos: Process and understand video content
  • Documents: Parse PDFs and other documents
  • Voice messages: Transcribe and respond to audio messages

If you've integrated your product catalog with Orki, customers can send a photo and ask questions like "Do you have this in blue?" — and your AI agent will search your products and respond accurately.

Next Steps​