Platform Overview

Set Up and Deploy Ned AI for Customer Service or Sales

Objective

Configure Ned AI from training through testing and deployment so it can handle customer conversations, follow procedures, and support service or sales workflows. This SOP helps a team member set up the system, validate responses, and launch it confidently.

Key Steps

 

1. Review built-in reports to understand conversation performance

• Open the built-in reports dashboard.
• Review the high-level metrics for customer conversations.
• Use these reports to understand current volume, trends, and performance before making changes.
• Confirm which conversation channels are active and need attention.

 

2. Centralize all customer conversations in the Unified Inbox

• Go to the Unified Inbox to manage conversations from multiple channels in one place.
• Use it to handle voice calls, emails, chat, social messages, and other supported channels.
• Update conversation status as needed:
  • Open
  • In progress
  • Closed
• Assign conversations to the appropriate team member.
• Use the inbox to continue conversations seamlessly when Ned escalates or hands them off.

 

3. Use AskNedso to draft responses and add context

• When a response is unclear, open AskNedso.
• Use it to gather additional context about the conversation.
• Generate a draft response before sending it to the customer.
• Review and edit the draft so it matches your team’s tone and policy.

 

4. Choose the correct Ned role for the workflow

• Select the role that matches the use case:
  • Service for customer support and service-related conversations
  • Sales for qualifying prospects and converting them into leads
• Confirm the role before training so the bot behavior aligns with the business goal.
• Use the role switch to separate support workflows from sales workflows.

 

5. Train Ned with clear guidelines and source content

• Define the basic behavior rules for Ned.
• Set guidance for:
  • Tone of voice
  • Answer length
  • Other communication standards
• Add source content to help Ned learn:
  • Website content
  • Custom text chunks
  • Uploaded files via drag-and-drop
• Treat this content as the starting point for training, not the final behavior.

 

6. Build procedures for repeatable actions and escalation rules

• Create procedures for situations where Ned should take action.
• Set a rule based on a trigger, such as a customer asking about pricing.
• Define which channels the rule applies to.
• Specify what data Ned should collect, such as:
  • Name
  • Email
  • Phone number
• Define the action Ned should take, such as:
  • Following instructions
  • Booking an appointment
  • Forwarding calls
  • Sending messages
  • Triggering a custom action like sending a payment link
• Use procedures to ensure Ned follows step-by-step instructions without guessing.

 

7. Test Ned using generated conversations and review results

• Run tests using the training content, procedures, and guidance already configured.
• Generate sample conversations across the supported scenarios.
• Review how Ned responds and whether it follows the intended process.
• Check the grading or evaluation results.
• Adjust training, procedures, or response behavior based on test outcomes.

 

8. Deploy Ned and validate live behavior

• Once testing is complete, deploy Ned to production.
• Confirm the live greeting and response flow are correct.
• Validate that Ned can handle a real customer question, such as pricing inquiries.
• Ensure the bot asks clarifying questions when needed and routes the conversation appropriately.
• Monitor the live experience after launch to confirm it matches the tested behavior.

Cautionary Notes

• Do not deploy before testing the training content and procedures.
• Make sure procedures are specific enough to prevent hallucinations or incorrect actions.
• Verify the correct role is selected before training; service and sales workflows should not be mixed.
• Review any generated draft responses before sending them to customers.
• Confirm that collected customer data aligns with your internal policies and compliance requirements.

Tips for Efficiency

• Start with a small set of high-value use cases, such as pricing questions or appointment booking.
• Use existing website content and files to speed up initial training.
• Keep tone-of-voice and response-length guidelines simple and consistent.
• Reuse procedures for similar scenarios across channels when possible.
• Test changes in batches so you can quickly identify what improved or broke behavior.