3.A.5 Examples

Below are some example applications showing how these new tools can be integrated into processes.

Web scraping

This process, triggered when a new company is created, calls an agent that is requested to search online for information about the company and populate the corresponding fields in the company record.

The agent must have an enabled web search tool (for example, web_search_exa) and the VTENEXT MCP Client tools enabled in order to access the module structure and update the record.

The process starts when a company is created and executes the Call Agent action.

In the User Message, I request the agent to search online for the required information and populate the corresponding fields in the company record. I also request the creation of a contact for the Chief Executive Officer.

If the Background execution mode has been configured in the process action, after saving the record the system will notify you that the record is still being updated. Once the process is completed, the browser page will automatically refresh.

From the History tab, you can view the fields that have been updated.

Closed Customer Support

In this example, we implement a process that automatically replies to technical support tickets outside office hours, informing customers that the office is closed and attempting to provide a solution to their issue.

Tool add_comment

First, we create a process tool to add a comment to a ticket. The tool requires the following input parameters:

• Ticket ID

• Comment

In the second step of the process, we execute an LLM call to rework the comment text by applying a specific style.

In this case, it is sufficient to use only an LLM instead of an agent, since no tools are required. We only need to leverage the language capabilities of the model.

Finally, we use the SDK Add Comment function by mapping all the required fields.

In this case, we set the ownerid parameter with the ID of the Kitt user. By setting the ai parameter to true, we force the addition of an informational note at the bottom of the comment indicating that the text was generated using AI.

x

The add_comment tool must therefore be enabled for the agent that will be used in the following steps, together with the user_manual tool and/or any documents configured in the RAG section to provide the knowledge required to generate a solution.

Implementing the Process on Tickets

We can either implement a new process or integrate the new AI features into an existing one.

In this example, we use an existing process that, when a ticket is created, sets the SLA based on the ticket priority.

x

In the AI: Check Office Hours task, I execute a call to the agent using the following prompt:

L'azienda è aperta dal lunedì al venerdì dalle ore 09:00 alle 13:00 e dalle 14:00 alle 18:00 i soli giorni feriali.
Se il ticket è stato creato in orario di apertura restituisci la stringa "open" altrimenti "closed".
Restituisci esattamente quella stringa senza aggiungere altro testo o titoli.

Test

We can test the process by creating a ticket during closing hours with the title “Login Failed” and the following description:
"Good morning, this morning I am no longer able to log in to vtenext. Could you please check this urgently?"

Comments similar to the following will be added: