Creatio includes the ability to use AI in a variety of ways. Depending on how you choose to employ it, you can have it pull a specific piece of info out of an address, craft an email response to a visit at a trade show, even search the web and pull up more info about a sales prospect. In this post, I am highlighting the layers involved in setting up AI for Creatio. Armed with this knowledge, it should be possible to tweak the AI settings to get the exact behavior you are looking for, or even create entirely new tasks for the AI to perform. We will start at the center of Creatio’s AI, with the LLM models used, and work our way out. If you would like to follow along in Creatio as we discuss these, everything we will be looking at is in the AI command center workspace.
In the AI workspace, click Creatio.ai models. This will show the list of the AI models available. Out of the box (as of this post), Chat GPT 4.1 is the default LLM used by Creatio. There are other Chat GPT versions also listed, and you can even add other LLMs. (I have heard talk that Anthropic’s Claude will also be included out-of-the-box at some point, but no word on if or when this might happen.) While I am not able to add additional LLMs on the demo Creatio instance, there are still four versions of ChatGPT to use. For general use, the default of Chat GPT 4.1 should work well enough for more purposes. For any given Skill or Agent (see below), you can set the LLM model to be used.
One level out from the LLM model are the Creatio.ai agents. The Agent provides the context under which AI actions take place. You can think of the Agent as the actor that is carrying out the assigned task, or answering the question asked in chat. Open up any one of them, and you can see the base set of instructions the LLM uses to carry out the tasks Creatio performs as that agent. Some of them just have short, simple set of guidelines; basically telling the AI model to perform that task as if it were a certain type of employee, maybe with few additional instructions. Other agents have quite a long, complex set of instructions on how to carry out different sorts of tasks. The Agents are where most of the the overall control over the functioning Creatio AI resides. Each Agent has a field to set which of the LLM Models you will use, though this can be blank if the Agent will use the default LLM Model. Also present are a list of AI Skills that Agent can employ. A skill needs to be added to that list in order for the Agent to use it.
Finally, the outermost level on our onion is the Skills. You can access these by clicking Creatio.ai skills in the AI command center. Skills contain the Prompts that are the specific instructions given to the AI to carry out tasks. If you open a few of the skills, you can see that some have very concise Prompts, while other go on for pages. Some Skills that deal with a specific data format have separate fields specifying the input and/or output formats. Likewise, some Skills that need to pull additional data from Creatio will have Actions defined. Actions are the specific searches, etc. that the Skill is allowed run in Creatio. (Creatio’s AI is limited to things it can read on the current screen, so the ability to pull up additional data can be very important.)
You are not limited to the out-of-the-box Agents and Skills. You can edit any of the existing Agents or Skills, if you need to tweak their performance. You can also click the New button to create an entirely new Skill or Agent. The process of fine tuning these AI entities to perform exactly as you need them to can be fairly involved, and requires a fair amount of iterative testing. It is also quite beyond the scope if this post, but Creatio some helpful suggestions on their site here. (You may have to register with Creatio Academy to access that.)
