Conversational agent back office

The Conversational agent back office is where you review conversations with shoppers and manage your agents. Learn what it includes and when to use it.

What the back office includes

The back office has two parts: transcripts and agents.

Transcripts

Transcripts are detailed records of conversations between shoppers and Conversational agent. Read them to analyze each interaction in detail. Learn how to view transcripts.

Agents

An agent is a Conversational agent personality built around a specific business goal. You can create multiple agents, each with its own goal, catalog, language, currency, and content settings. Each agent behaves in a way that fits its purpose. For example:

• Fashion sales agent: Speaks in a trendy, youthful tone to fashion-savvy shoppers and sells clothes and accessories from your fashion catalog.
• Czech skincare agent: Speaks Czech to shoppers in the Czech Republic and acts as a skin health guide, building brand loyalty among your customers.

Each agent has one goal, but you can use it in different use cases on your website. Its purpose stays the same, and you can adjust how it works in each use case to remove friction for shoppers. For example, a sales-focused agent can help shoppers on product listing pages (PLP), product detail pages (PDP), and during checkout.

When to use the back office

During integration, Bloomreach configures each agent's settings, such as its name, logo, language, and tone of voice. You can change these settings later and use the back office for the following tasks.

Review transcripts

• Improve Conversational agent conversations: Review transcripts to raise conversation quality. See where Conversational agent sells a product, encourages shoppers to add to cart, or explains product features.
• Make data-driven decisions: Categorize and analyze shopper interactions to inform your decisions.

Manage agents

• Support multiple regions: Launch agents in different languages to serve shoppers in regions such as the US and Europe. Each agent responds in one language. It understands questions in any language, but always replies in its default language.
• Match your brand: Tailor agent conversations to your brand's tone and language.
• Improve response quality: Keep agents in sync with your latest product data for rich, relevant responses.

To manage agents or view transcripts, open the back office.