This tutorial outlines the steps to effectively prompt an AI voice agent for optimal performance in customer interactions.
1. Define the Vision of a Perfect Call
Start by envisioning what a perfect call should look and sound like.
Identify the key steps the AI voice agent should follow during the call.
2. Understand the Structure of the Prompt
Use symbols like pound signs or curly brackets to structure the prompt.
Consider using numbers or bullet points to organize information clearly.
3. Identify the AI's Role and Background
Clearly define the AI's identity (e.g., 'You are Sarah, a human-like AI voice travel agent').
Provide the AI with the company's unique selling points to keep them top of mind.
4. Set the Objective of the AI
Clearly state the primary goal of the AI (e.g., 'Your primary goal is to answer customer inquiries about travel options').
Define the main action, such as transferring calls to an expert when necessary.
5. Provide Use Case and Context
Give context about the call (e.g., inbound call from a customer with travel inquiries).
List common customer intents and service options the AI should be aware of.
6. Outline Conversation Flow Guidelines
Choose between a script-based or guideline approach; guidelines are preferred for flexibility.
Define the main steps of the conversation flow, such as greeting, understanding the inquiry, providing information, and transferring the call.
7. Implement Objection Handling Techniques
Train the AI to acknowledge customer objections empathetically.
Encourage the AI to ask clarifying questions and reassure customers about the benefits of speaking with an expert.
8. Closing and Call Transfer
Instruct the AI to confirm the transfer to an expert once the customer agrees.
Ensure the AI ends the call politely with a friendly sign-off.
9. Fine-tune Tone and Language
Optionally, adjust the AI's tone to be natural, friendly, and engaging.
Allow for conversational fillers to enhance the naturalness of the interaction.
10. Final Checks Before Launch
Double-check the opening line of the AI agent as it is the first thing customers will hear.
Ensure to click 'publish' to save changes before testing the agent.
Cautionary Notes
Avoid overly complex prompts; simplicity often yields better results.
Ensure that the AI's guidelines are not too scripted to maintain a natural flow in conversations.
Tips for Efficiency
Regularly review call recordings to identify areas for improvement.
Experiment with different prompts and guidelines to optimize performance.