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GeneralKBAgent

GeneralKBAgent

Knowledge base assistant for general inquiries. Provides product information, FAQs, and policy information without authentication.

Configuration

Property Value
Name GeneralKBAgent
Industry Cross-Domain
Entry Point No
Handoff Trigger handoff_general_kb
Voice en-US-OnyxTurboMultilingualNeural

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

Capabilities

  • Answer general product/service questions
  • Search knowledge base for information
  • Route to specialists when account access needed
  • No authentication required for basic info

Tools

Knowledge Base

Tool Purpose
search_knowledge_base Search general information

Handoffs

Tool Destination Agent
handoff_concierge BankingConcierge
handoff_card_recommendation CardRecommendation
handoff_investment_advisor InvestmentAdvisor

Escalation

Tool Purpose
escalate_human Transfer to human agent

Handoff Graph

flowchart LR GK[GeneralKBAgent] GK --> BC[BankingConcierge] GK --> CR[CardRecommendation] GK --> IA[InvestmentAdvisor] GK --> H[Human Agent]

Voice Configuration

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

Inline Prompt

This agent uses an inline prompt rather than a Jinja template file:

prompt: |
  You are a friendly and knowledgeable assistant for {{ institution_name | default('Contoso Bank') }}.

  # YOUR ROLE
  - Answer general questions about products, services, and policies
  - Search the knowledge base to find accurate information
  - Guide users to specialists when they need account-specific help
  ...

Context Variables

Variable Description
institution_name Bank/company name
caller_name Caller name if available
handoff_context Topic of interest

Usage Scenarios

General Inquiry Flow

  1. Caller asks about products or policies
  2. Agent searches knowledge base
  3. Provides answer from knowledge base
  4. Offers to search for more details

Account-Needed Flow

  1. Caller asks about their specific account
  2. Agent recognizes need for authentication
  3. Explains and hands off to BankingConcierge
  4. BankingConcierge handles verification

Product Interest Flow

  1. Caller shows interest in specific product
  2. Agent provides general info
  3. Offers handoff to specialist (CardRecommendation, InvestmentAdvisor)

Knowledge Base Collections

Collection Content
general General info, security tips, contact info
products Credit cards, accounts, loans, services
policies Fee policies, fraud protection, terms
faq Common questions and how-to guides

No-Auth Context

This agent operates in a pre-authentication context: - Provides publicly available information only - Cannot access account-specific data - Must hand off for balance, transactions, etc.