Original Summary

Our agent once replied "Thanks so much! 😊" to a customer who had just typed "why hasn't it shipped, so annoyed", and that's the failure we spend the most time trying to catch. Disclosure: I'm building Ecbot (an open-source AI agent for Messenger/Zalo/WhatsApp), so I'm biased. But that case is why my definition of "agent" includes knowing when to stop, and I'd like to sanity-check it with people who build these. Where I've landed: an agent takes a job, decides the steps, and uses tools to finish it . In practice that means four parts: Model : the reasoning Knowledge : docs it's allowed to answer from (price lists, policies) Tools: actions it may take (check stock, create order, book appointment) Rules: when it must stop and hand off to a human No tools -> it's a talking FAQ. No rules -> I wouldn't let it talk to customers. The test case we use: customer messages a shop at 11pm, "still got the blue dress in M?" (typos, no diacritics, in Vietnamese). A flow bot fails at intent. A RAG-only bot answers but can't create the order. The agent checks inventory, holds the item, creates the order and sends a payment link. Next morning the customer writes "why hasn't it shipped, so annoyed" and the agent has to notice the frustration and hand off instead of cheerfully answering. That last step is where most of our bugs have been. Things I'm unsure about and would love opinions on: Do you count handoff/escalation as part of "agent", or is that a product feature on top? How do you decide confidence thresholds for handoff without it escalating everything? Anyone running agents on non-English, heavily-abbreviated chat? How's intent accuracy for you?   submitted by   /u/BinVio [link]   [comments]

  • 情报分类：工作与职业机会
  • 分类依据：内容涉及招聘、求职或职业发展
  • 信息来源：Reddit · SaaS
  • 发布时间：2026/9/28 02:43:29