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Concierge

Concierge Agent

Generic entry point agent. Provides flexible routing to specialists based on customer needs.

Configuration

Property Value
Name Concierge
Industry Cross-Domain
Entry Point ✅ Yes
Handoff Trigger handoff_concierge
Voice en-US-OnyxTurboMultilingualNeural

Source: apps/artagent/backend/registries/agentstore/concierge/agent.yaml

Capabilities

  • Account summary retrieval
  • Recent transaction lookup
  • Fee refund processing
  • Client identity verification
  • Route to specialists based on needs

Tools

Account Operations

Tool Purpose
get_user_profile Retrieve caller's profile information
get_account_summary Retrieve account balances and status
get_recent_transactions List recent account transactions
refund_fee Process fee refunds

Identity

Tool Purpose
verify_client_identity Verify caller identity

Handoffs

Tool Destination Agent
handoff_card_recommendation CardRecommendation
handoff_investment_advisor InvestmentAdvisor

Escalation

Tool Purpose
escalate_human Transfer to human agent
escalate_emergency Emergency escalation
transfer_call_to_call_center Direct call center transfer

Handoff Graph

flowchart LR C[Concierge<br/>Entry Point] --> CR[CardRecommendation] C --> IA[InvestmentAdvisor] C --> H[Human Agent] CR --> C IA --> C AA[AuthAgent] --> C FA[FraudAgent] --> C GK[GeneralKBAgent] --> C

Voice Configuration

voice:
  name: en-US-OnyxTurboMultilingualNeural
  type: azure-standard
  rate: "0%"

Prompt Template

Located at: apps/artagent/backend/registries/agentstore/concierge/prompt.jinja

Context Variables

Variable Description
caller_name Authenticated caller name
phone_number Caller's phone number
accounts List of user accounts
handoff_context Context from previous agent
collected_information Data gathered during call

Comparison with BankingConcierge

Feature Concierge BankingConcierge
Industry Generic Banking-specific
Prompt Generic greeting Banking-focused
Use Case Custom implementations Banking scenarios
Tools Same Same

Both agents share the same tool set but have different prompt templates. Use BankingConcierge for banking scenarios and Concierge for custom industry implementations.

Usage Scenarios

Entry Flow

  1. Caller arrives at Concierge
  2. Agent greets and verifies identity
  3. Identifies need (account, card, investment)
  4. Handles directly or routes to specialist

Return Flow

  1. Specialist completes task
  2. Hands back to Concierge
  3. Concierge asks if anything else needed
  4. Closes call or continues