Key Lessons From Developing an Effective AI Agent

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Businesses are increasingly adopting AI agents to enhance customer interactions. Jotform, a company with nearly two decades of experience, recently launched its first AI agent and shared key insights from the process.

Listen To Data, Not Hype

Jotform initially developed AI-powered forms during a hack week. While the beta version was successful, data revealed that 90% of users employed it for customer service, not form creation. This unexpected pivot underscored the importance of adapting to real-world usage over initial assumptions.

Efficiency Over Friendliness

Contrary to the trend of human-like AI companions, users prioritize efficiency. Research from Salesforce shows that overly personable AI can lead to unmet expectations. Jotform found users preferred agents for their speed, 24/7 availability, and lack of judgment, reinforcing the value of functionality over personality.

Reach Your Customers Where They Are

Jotform integrated AI agents across multiple platforms, including websites, phone lines, and messaging apps like WhatsApp. This omnichannel approach, combined with multilingual support, ensured accessibility and a cohesive user experience.

AI agents are transforming customer interactions. By focusing on data-driven adjustments, efficiency, and accessibility, businesses can create impactful AI solutions. Flexibility and adaptability remain crucial for success in this evolving landscape.