Customizing AI

Customize AI capabilities to match your organization's business processes, branding, and user experience requirements. By customizing AI, you can control how AI agents behave, how AI interactions appear in the user interface, and how users interact with AI-powered features.

AI customization helps you tailor the experience to meet your organization's needs while supporting new business scenarios and workflows. You can customize agent behavior, modify the chat experience, and extend AI capabilities by using the AI developer toolkit (DTK).

Finding AI documentation

IBM Sterling Order Management System provides AI documentation in both the product documentation and the AI developer toolkit (DTK).

For an overview of AI capabilities and links to related AI documentation, see AI agent capabilities in IBM Sterling® Order Management System.

The AI DTK also includes documentation for customizing and extending AI agents, chat widgets, and agent workflows.

AI developer toolkit (DTK) documentation

When you set up the AI developer toolkit (DTK), additional documentation is available that describes how to customize and extend AI capabilities. The documentation is located in the DTK and covers agent customization, chat widget customization, and advanced AI development patterns.

Agent customization
The AI DTK lets you customize AI agents to support your organization's specific business requirements. You can:
  • Disable out-of-the-box agents that you don't use.
  • Override existing agents to modify their behavior.
  • Create and register new custom agents.

For more information, see the agent customization documentation in OMS_AI_DTK/docs/agent-customization.

Chat widget customization
The AI DTK includes configuration options that help you customize how the AI chat experience appears and behaves in your application. You can:
  • Configure the chat widget in Call Center and Order Hub.
  • Customize branding elements such as the widget title, assistant name, avatar, and launcher text.
  • Configure welcome messages and starter prompts.
  • Enable a home screen with predefined actions.
  • Configure chat window sizing options.
  • Enable hyperlinks in AI responses.
  • Configure which AI agent the widget uses.
  • Control whether reasoning information is displayed to users.

For more information, see the chat widget documentation in OMS_AI_DTK/docs/chat-widget.

Antigenic patterns
The AI DTK provides reusable agentic patterns that help you build AI solutions ranging from simple task execution to complex multi-agent workflows. These patterns include:
  • Actions agents
  • Flow agents
  • Router agents
  • Supervisor agents
  • Predefined tools
  • Template helpers
  • Agent schema validation

For more information, see the agentic patterns documentation in OMS_AI_DTK/docs/agentic-patterns.