Outis
Outis5w ago

YouTube Tutorial with major errors in the structure logic?

Good evening, Yesterday I watched the tutorial ''Step-by-Step Building an AI Customer Support Agent in Voiceflow [FULL COURSE]''. Although new to voiceflow, I could not help noticig that an important part of the logic doesnt make sense (to me). Also, one block, the AI block, is just redundant. I left a comment there yesterday and I hope someone form voiceflow could reply accordingly? I am eager to see if I have understood correctly the logic of building and in that case, my assumptions will be proven right.
4 Replies
Tico | Voiceflow Assistant
Hi there! 👋
I know exactly which section you’re referring to in that YouTube course – it’s the part where the flow goes:
KB Search → AI (Response) → Condition/Fallback.
That extra AI step is actually doing two things, so while it can look redundant, it’s intentional: 1. Summarising the KB chunks
• The KB Search step only stores the raw text it found in a variable (often {chunks}).
• The following AI step (data-source = Knowledge Base) takes those chunks + your prompt instructions and turns them into a clean, user-friendly answer.
• Without that AI step you’d have to echo the chunks directly, which is usually unreadable. 2. Graceful fallback
• When the AI step can’t find an answer in the chunks, it returns “I don’t know”.
• The next Condition step catches that phrase and routes to your escalation / live-agent path.
So even though both blocks have “AI” in the name, they’re solving different problems – retrieval vs response generation. 👉 If you’re using the newer Agent step you can replace that whole trio with a single block because the Agent step now searches the KB and drafts the reply for you (docs: https://docs.voiceflow.com/docs/agent-step). In the older tutorial they had to split it up, which is why it feels like one block is extra. Hope that clears it up! If you rebuild the flow with the Agent step you’ll see it’s much cleaner, but the logic in the video is still technically correct. Happy building 🙌
Outis
OutisOP5w ago
actually, I am right. He did not run the whole flow. Can someone really take a look at this? @Daniel I think you would be the ideal person to see this @KimLooo i will keep an eye on this, cause it really bugs me the idea I might have understood something wrong 🙃
KimLooo
KimLooo5w ago
Hey @Outis - thanks for flagging! That tutorial is out of date (we're in the process of actively rehauling our Youtube channel as we've pushed a ton of new changes since 🙂 For now I'd recommend using the agent step as Tico shared! Some helpful resources: https://docs.voiceflow.com/docs/agent-step https://www.youtube.com/watch?v=wkN04Nr7KSs
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Outis
OutisOP5w ago
I dont mind if it is indeed out of date, that I can see from the date in youtube. For me is important to understand if the logic insome steps is wrong. Not becase I like to be right and to criticize, but that will mean to me that I am on a good path of undersanding the platform in a deep way, which is what I aim for 🤝

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