The Deflection Tool reroutes inquiries to the most suitable channels, boosting workflow efficiency and user experience. For example, customer emails can be redirected to live chat, while social media tech support queries go to a dedicated help desk.

Steps to Configure Deflection Skill

Follow the steps below to configure the Deflection Tool in AI Agent Studio:

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1. Access the Deflection Tool

• Navigate to AI Agent Studio from the Sprinklr Launchpad.

• Select the AI Agent you want to configure.

• Expand the Build section and open Tools.

• Click + Add Tool and select Deflection Tool from the list.

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2. Define Basic Details

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On the Overview section, enter the following details:

• Name: Assign a name to the Deflection skill that reflects its purpose or function.

• Description: Provide a brief description outlining the specific use case and objective of the Deflection skill.

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3. Configure Setup Function

• Deflect to Channel: Specify the channel to which the deflection should occur.

• Account: Specify the corresponding account to which the deflection should occur.

• Asset: Select the Digital Asset Management (DAM) asset to be sent along for the deflection.

• URL Shortener: Select the desired shortener to shorten URLs included in deflection messages.

  • Refer to this section for more details on adding or managing URL shorteners.

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Click Save in the bottom right corner.