In the previous article Building an AI Mortgage Assistant with Agentforce Part 1 – Mortgage Banking Technology | Origination Strategy Consulting we have learned how to create an agent. Now, for the agent you built, you can customize the standard topics or create custom topics in Agentforce Builder.
Defining Agent Topics
Topics define the types of conversations the AI agent can handle.
A topic is a category of actions related to a particular job to be done by agents. Adding topics to an agent helps the agent recognize how to behave and respond for different jobs. Topics contain actions, which are the tools available for the job, and topic instructions, which tell the agent how to make decisions. In sum, topics define your agent’s range of capabilities.
Topics also improve the accuracy and conversational quality of an agent’s responses. Topics add context to users’ requests, such as a user’s role and their flow of work.
Click ‘Add’ to include the topics to the agent
If you create a custom topic, you have to configure the actions associated with each topic.
Considering a mortgage scenario, custom topics may be created with the following possible borrower queries in mind.
- Loan Product Information for leads (for external website)
- Borrowers often ask questions such as:
- What mortgage options are available?
- What is the interest rate for a 30-year fixed loan?
- What loan programs are available for first-time home buyers?
- The agent can retrieve loan product details directly from the CRM.
- Borrowers often ask questions such as:
- Loan details assistance for existing borrowers (for a borrower portal)
- For an already existing contact, the agent can retrieve their loan information like
- Pre-approval status
- Current Loan stage
- Document requirements
- For an already existing contact, the agent can retrieve their loan information like
- Schedule consultation with loan officer (for both external website and borrower portal)
- Before starting an application or during any stage of the loan application, the borrower might wish to speak with a loan officer. The agent can offer available time slots and schedule consultations automatically.
A new window will appear to configure the topics to be handled by the agent.
Click New to add topics from the Asset library or create new topics.
Click New
Type in the purpose of the topic.
Click Next
Provide the necessary details like Name, Scope, Instructions.
In the next step you have to customise the actions under each topic you configured. We will cover about ‘Actions’ in an upcoming article.
To learn more about How Agentforce Can Transform the Mortgage Industry, click Agentforce 360 Platform (Formerly Salesforce Platform) | Salesforce
