High Tech — AI Tool Utilization Orchestration for RAG Agents

Overview

The purpose of this DAG is to streamline the orchestration of tools necessary for RAG agents, enhancing their ability to respond effectively to user intents. The data ingestion pipeline begins with collecting interaction data from various sources, including user queries and historical interaction logs. This data is then processed to determine the required tools, such as Customer Relationship Management (CRM) and IT Service Management (ITSM) systems, tailored to each specific user intent. The pro

The purpose of this DAG is to streamline the orchestration of tools necessary for RAG agents, enhancing their ability to respond effectively to user intents. The data ingestion pipeline begins with collecting interaction data from various sources, including user queries and historical interaction logs. This data is then processed to determine the required tools, such as Customer Relationship Management (CRM) and IT Service Management (ITSM) systems, tailored to each specific user intent. The processing steps include validating access through Role-Based Access Control (RBAC), ensuring that agents have the appropriate permissions to utilize the tools. Additionally, the system tracks actions performed by agents to maintain a comprehensive log of interactions. Quality controls are implemented to monitor the effectiveness of responses provided by agents, focusing on key performance indicators (KPIs) such as the first contact resolution rate and average handling time. The outputs of this DAG include detailed reports on agent performance and tool utilization metrics, which are essential for continuous improvement. By leveraging this orchestration, organizations can significantly enhance the efficiency and quality of customer interactions, ultimately driving higher satisfaction rates and operational excellence in the high-tech industry.

Part of the AI Assistants & Contact Center solution for the High Tech industry.

Use cases

• Improved agent productivity through optimized tool usage
• Enhanced customer satisfaction via quicker response times
• Data-driven insights for continuous process improvement
• Higher first contact resolution rates leading to cost savings
• Streamlined operations reducing time spent on manual tasks