Hello everyone!
I created an agent to respond to support tickets and provided it with tools to access the ticket API, as well as specialized knowledge using RAG, and it worked very well. Now I’m looking to implement rules and processes. For example, the agent needs to know who to assign a ticket to and when to transfer it to someone else, based on each case and rules. It also needs to classify urgency according to specific rules.
What is the best way to introduce this kind of knowledge to an agent?