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How the AI Agent Works in OmniServe
Learn how the AI Agent in OmniServe handles direct message conversations across Facebook, Instagram, X, WhatsApp, and Live Chat in Arabic and English using your brand-defined knowledge base.
The AI Agent in OmniServe is an AI-powered virtual assistant that handles direct message conversations with customers across connected channels. It answers questions, provides support, and delivers consistent responses based on a brand-defined knowledge base — without requiring a human agent to be present for every interaction.
Where the AI Agent Operates
The AI Agent engages in direct message conversations across Facebook, Instagram, X, WhatsApp, and Live Chat. It processes messages in both Arabic and English, including Arabic dialect variation, and delivers responses in a consistent, service-oriented tone across all supported channels.
What Guides Its Responses
The AI Agent responds only using information from its configured knowledge base. This can include uploaded text files, approved URLs, and Swagger files. For full details on setting up and managing knowledge sources, see How to Add Knowledge Sources for the AI Agent.
The agent's tone, structure, and phrasing can be customized to reflect your brand's identity. For details on configuring this, see How to Enhance AI Agent Responses.
What Happens When the AI Agent Reaches Its Limits
When a request falls outside the AI Agent's configured knowledge, or when a customer asks to speak with a human, the AI Agent initiates an escalation. The conversation is automatically handed over to a human agent, the customer receives a message letting them know a human will take over, and the engagement is routed based on your team's assignment settings. For full details on how escalation and routing are configured, see How to Configure Inbound Routing for the AI Agent.
Who Controls the AI Agent
Access to the AI Agent is divided between agents and team leaders.
Team leaders can create, view, edit, pause, and resume the AI Agent and have full access to its settings and inbox.
Agents can view the AI Agent's settings and inbox but cannot create, edit, pause, or resume the agent.
For further assistance contact Lucidya Support.
Frequently asked questions
The AI Agent supports Arabic and English. For Arabic, the agent can respond across a range of dialects including Saudi (Najdi, Hijazi, and others), Egyptian, Iraqi, Levantine (Syrian, Lebanese, and Palestinian), Maghrebi (Algerian, Moroccan, and Libyan), Modern Arabic, and Modern Standard Arabic.
The AI Agent operates in direct message conversations across Facebook, Instagram, X, WhatsApp, and Live Chat. It does not currently handle public comments, though this is noted as a planned expansion.
The AI Agent escalates the conversation to a human agent, notifies the customer, and routes the engagement based on your team's assignment settings. See How to Configure Inbound Routing for the AI Agent for full configuration details.