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Create follow-up actions for AI agents

Set up generated follow-up questions for targeted control of dialogues and processes

Follow-up actions represent a specific type of AI actions. They enable the placement of a targeted call-to-action after information has been provided. An automatic follow-up question after the AI agent's response ensures a seamless transition to further topics or forms in the event of positive feedback from users. This mechanism supports structured conversation, which contributes significantly to increasing the conversion rate and a higher completion rate in self-service processes.

This article describes how AI actions are created, the benefits they offer, and what other actions are available in addition to follow-ups.

Set up follow-up action

This is created centrally within the AI chatbot's knowledge base.

  1. Navigate to the Knowledge Base menu item.

  2. Click on the RAG button to open the RAG Management view.

  3. The + ADD ACTION button within the Actions & Follow-Up card opens the input mask for a new action.

  4. Select the Follow-Up tab within the mask.

  5. Under Select form or topic, specify the target to which the forwarding should lead.

  6. In the Yes/No follow-up question field, enter the text of the follow-up question (e.g. ‘Would you like to change your address now?’).
    Note: The question you enter serves as the basis for the AI agent to generate different formulations for a natural dialogue flow. The core of the original question always remains the same.

  7. Click Save to create the follow-up action.


Activation via instructions

In order for a follow-up action to actually be triggered in the chat history, a corresponding instruction must be stored in the AI agent. This instruction defines the logical conditions under which the follow-up question is played out.

How instructions are created and optimised is described in detail in this article.