To effectively utilize your AI agent, it's important to understand what information it is inherently aware of. This knowledge allows you to craft more precise instructions and create natural, informative interactions with your customers. The AI agent has access to certain pieces of information by default, which you can leverage in your instructions and conversations.
Current Language
Name of the Business / Team
Current Date
Current Time
When interacting via phone, the AI agent has access to additional details:
Caller ID Name (First and Last Name)
Caller's Phone Number
By utilizing the agent's inherent knowledge, you can enhance interactions and provide better service.
Example Scenario: A caller asks, "Are you open right now?"
Example Scenario: Using the caller's name in the greeting.
Instruction: "Greet the caller by name if the Caller ID Name is available."
Agent's Response:
Fallback: If the Caller ID Name is not available, use a standard greeting.
Example Scenario: Identifying the caller in an external system via the Call Webhook tool.
$caller_phone
in the API call."$caller_phone
where required.Example Scenario: A caller asks, "What's the date today?" or "What time is it there?"
Accuracy with Caller ID
Privacy Compliance
Fallback Mechanisms
Time Zone Awareness
Consistent Use of Business Name
Instruction: "When scheduling an appointment, use the current date and time to offer available slots."
Agent's Dialogue:
Instruction: "If the caller asks to confirm the language, provide the current language."
Agent's Response:
Instruction: "End the call by thanking the customer and mentioning our business name."
Agent's Closing:
Incorporate known variables into your API integrations to personalize and streamline processes.
Instruction: "Collect the caller's phone number and send it as $caller_phone
in the webhook to retrieve their order history."
Webhook Configuration:
{
"Content-Type":
"application/json",
"Authorization":
"Bearer your_api_token"
}
{
"phone_number":
"$caller_phone"
}
Agent's Response:
Understanding the information your AI agent has access to allows you to create richer, more personalized interactions. By leveraging:
you can enhance customer service and streamline processes.
Key Takeaways:
By thoughtfully integrating these elements into your agent's instructions, you ensure a better experience for both your customers and your team.
Remember: The effectiveness of your AI agent greatly depends on how well you utilize the information it has. Craft your instructions carefully, and always consider the customer's perspective to provide the best possible service.