These are the four most important considerations when creating prompts in the Voice AI settings especially for open-ended prompts like the Global Custom Instructions:
- Instructions: You should focus on instructing Cara with precise wording rather than long examples or scripts.
- Location: Put prompts in the most relevant location in the Voice AI settings (if possible, the Global Custom Instruction should be your last choice).
- Word Choice: Focus on specific, similar, and simple wording.
- Structure: Utilize capitalization, punctuation, and high-focus trigger words.
Instructions versus Scripting
Adding input to the Voice AI should be in the form of instructions and not scripting. Cara will naturally and dynamically achieve the goals you set for a particular type of task; whereas humans may prefer a sample script to read off of. As an example, if you need Cara to collect the VIN for an auto quote, instead of writing a sample script you can just tell her in the quote auto section you need the VIN collected. Think of the instructions like goalposts, you tell Cara what you need and Cara will direct the customer to those goalposts (eg collecting VIN) using the behavior settings and her innate knowledge to respond dynamically during the call.
Location
Cara is built to give specific attention to instructions at different points in the conversation. When adding instructions, try to match the additional instruction to the closest topic in the conversation in the Voice AI settings where applicable. For example, if you need to update FNOL or quote instructions then you should update the instructions in those settings specifically rather than adding it into the Global Custom Instruction. Generally, if it is not clear to add information in a specific location then the Global Custom Instruction may be best as it will be contemplated with each response.
The Global Custom Instruction is best for company information and FAQs which do not already have a set location in the Voice AI settings. However, Cara will review the Global Custom Instruction before each response so adding too much information here may slow down Cara’s replies.
Specific, Simple Wording
When responding to a caller, Cara will review the most relevant instructions to influence the created response. We have already structured Cara to look at certain instructions automatically in specific situations such as the quote custom instructions as noted in the Location information.
However with Global Custom Instructions and other open-ended prompts, if Cara needs to reference your instructions better then you should use words semantically similar, or if possible the exact match of, the words you expect to be in the conversation. Ideally, these prompts should also be as simple as possible; the longer a prompt is the more Cara has to pay attention to lowering the response time and quality.
In open-ended prompts, utilize capitalized words like CRITICAL, IMPORTANT, MUST, ALL, ALWAYS, DO NOT, IMMEDIATELY to help Cara identify what is a key or critical instruction.
Structure
Pay attention to the description near each section in the Voice AI settings as it will typically identify how you should structure your input. For example, on custom quote questions you can note what needs to be collected by adding the item or question on a separate line in the text box.
For open-ended prompts, you should utilize the structured format below to help Cara identify when the instruction is necessary.
[1-4 capiltalized words summarizing the topic] : [Concise, targeted instructions]
Example
Poor Prompting Example:
Global Custom Instruction
We are only licensed in AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MI, MN, MS, MO, MT, NE, NV, NJ, NM, NY, NC, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY. If anyone is looking for a quote outside of these states then tell them we cannot service them but appreciate them calling.
This is poor prompt because:
- Reasoning: It requires Cara to perform additional reasoning quickly: understand someone is looking for a quote, then choose to check the list of quote states while converting spoken form (eg New Hampshire) to abbreviations (eg NH), then respond appropriately if the state is missing from the list.
- Improper Placement: This should go as a qualification question in the quote section. You can still have Global Custom Instructions but the primary prompt would be in the Quote section.
- Structure: The structure did not follow the predefined format of “TOPIC: Instruction set”
Good Prompting Example:
Quote Section —> Qualification Questions:
Ask which state the client needs insurance in. If the state is New Hampshire, Massachusetts, or North Dakota then IMMEDIATELY inform them we do not do business in that state but we can help them with other states; DO NOT continue asking quote questions if the client is in New Hampshire, Massachusetts, or North Dakota.
Global Custom Instructions:
ELIGIBLE STATES TO QUOTE: DO NOT collect quote information if the client identifies they are in New Hampshire, Massachusetts, or North Dakota as we are not licensed. IMMEDIATELY inform the client we do not do business in New Hampshire, Massachusetts, or North Dakota and cannot process those quotes. This is a CRITICAL INSTRUCTION which prevents you from taking any quote information for clients in those states.
This is a great prompt because:
- Location: It is placed first in the appropriate location in the quote qualification question section and in the Global Custom Instruction for additional emphasis.
- Structure: The open-ended prompt in the Global Custom Instructions follows the pre-determined format of of “TOPIC: Instruction set”.
- Words: It uses clear simple words to logically describe what must be done and what cannot be done in a specific situation. In addition, capitalization is appropriately used to highlight key elements.
