A Prompting Guide for AI Phone agent with Botphonic AI

Introduction 

AI phone calling is one of the most beneficial advances that automates routine tasks with supreme ease. From handling data collection to managing appointment scheduling, AI call assistant can help you do it all. Often when you decide to get a customer software you have to train it with prompts. 

Prompt is an essential portion of your AI software that determines how the conversation proceeds. Know that it is a different thing to talk to a random conversational bot and a trained bot that converses like a real human. These trained assistants can conduct a chit-chat, provide answers to FAQs, and support. 

Hence if you have written a correct prompt as per your brand’s voice and lots of background data you can have a fulltime assistant that is effective. In this blog we will help you understand what prompts are, why they are necessary and how to create prompts that work like magic. 

Knowing AI call bots 

AI call bots are automated softwares that employ artificial intelligence for handling communication for businesses. They are even capable of simulating human-like conversations through advanced technologies. These bots can carry out following tasks: 

• Schedule appointments 
• Answer FAQs 
• Provide support to customers 
• Send SMS and texts

They employ natural language processing and advanced technologies like machine learning to analyze user intent and response in a natural sounding tone.

Unlike humans these bots are available 24/7 and never on leave. They can operate round the clock with the same efficiency. Also providers like Botphonic AI let you integrate with your existing CRM software to enhance the workflow.  

What are prompts in AI call bots? 

Prompts might seem to be a huge term that relates to coding for many. But in the context of AI call bots, these prompts are instructions that you provide to your call center software. These prompts communicate in what manner the bot has to behave including performing specific tasks, answering questions and generating desired text. 

Here’s a breakdown on prompts: 

• User inputs: Prompts can be viewed as an input from the user’s end to train their own AI call bot. 
• Guiding the AI: For AI call assistant prompts are an instruction that can guide them on what to do. 
• Examples: The prompts may vary from just a single line question such as “What services do you want to enjoy?” You can also prompt it in an advanced manner like “act as a customer support agent and help me troubleshoot my issues”. 
• Impact on output: The output that your customer will receive will depend on how accurate and clear the prompt is. 
• Beyond questions: Not just questions but prompts can also consist of context, history and instructions. 
• Prompt engineering: Creating the best possible prompts to get desired results from any AI technology including AI phone calling. 

NOTE

Think of prompts as directions you give to a person. The better you guide it the smarter it will sound on each call. 

Why is prompt engineering necessary for AI phone agent? 

The need for prompt engineering is indeed not an unknown topic for people into AI call bots. Having suitable prompts can let AI understand the intention of customers, provide accurate and relevant responses and maintain consistency during conversation. Hence without these prompts AI phone calls might be useless, unhelpful and confusing. 

Here”s why prompt engineering is necessary for AI phone agent: 

• Understand user intent accurately 

AI phone calls majorly function on the understanding of user intent. Hence having an effective prompt will guide your AI assistant to understand even the complex phrases. 

• Relevant responses: 

AI can help in shaping the responses of AI as per the conversation between bot and user. Hence it facilitates them with the responses they expect and need. 

• Conversational flow: 

When you provide clear and structured prompts it helps maintain conversational flow ensuring that you don’t go off the flow. 

• Avoiding errors and hallucinations: 

By giving a proper prompt as an input, it can help AI avoid errors and hallucinations of information that is not part of the data. 

• Better user experience: 

By making sure that the conversation is meaningful, smooth and consistent, AI phone call software can ensure a satisfactory experience for customers. 

Define your specific goals 

The most basic element that will guide your AI to perform its best is the goal. These goals can be purely based on your business needs. It can range from providing exceptional customer service to collecting customer data and scheduling an appointment. 

No matter whatever your goal is, all you have to do is type it into the prompt section with all certain details. After you have set your high level goals, break it down into smaller call workflows. Provide descriptive information regarding how the call should start, middle and towards the end. 

For example “ Call the lead and ask if they are still interested in buying a particular thing? If yes then assist them in buying that stuff. If not then ask for some other choices and show products accordingly. “

In this example there are only a few steps but the conversation flow can be as long as you want it to be. Know that it is important to map out how your customer support AI will behave or else it might fail to serve desired output. 

Provide background details 

After you have provided a clear goal it is necessary to provide some background details to the AI call assistant. It is like you are explaining the role of AI and the person on the call. 

Hence it will help AI generate effective responses from its vast database for specific tasks. For example if you are using AI for customer service then tell it regarding what type of customers call your business? What are their general questions and more. Know that the more information you provide, you will get better outputs. 

Two such sources that can help you most are your company’s website and employee training guide. And if earlier humans handled these calls, use that guide for AI. Also if you are building inbound support pass company’s data to the Customer service AI. 

Set example dialogues

It is again an explanation that helps you train your AI to deliver optimum results. You can enter an ideal example of a back and forth interaction between human caller and AI. Know it does not have to be a long and complete conversation. Five or ten lines can do the work.  

Through these examples AI can learn mannerism and tone that you want it to follow. Hence just like a child copying its parents AI will try to mimic the same results. 

Here’s an example: 

You: Thank you for calling XYZ Electronics. Hello it’s Jamie speaking, how can I assist you today?

Customer: Hi Jamie, I recently bought a wireless speaker from your site and I’m having a bit of trouble with it.

You: I’m sorry to hear that! Can you provide your name and order number, please?

Customer: Sure, it’s Riya Patel. The order number is 67890.

You: Thanks, Riya. Give me just a moment to pull up your order… Okay, I see your purchase of the EchoBass Bluetooth Speaker. What kind of issue are you experiencing?

Customer: It won’t connect to my phone via Bluetooth, and the light just keeps blinking.

You: Got it. That usually happens when the speaker isn’t pairing properly. Let’s try this: Turn off Bluetooth on your phone for 10 seconds, then turn it back on. While you’re doing that, hold down the speaker’s power button for 5 seconds until you hear a beep. That will reset it.

Customer: Okay, I just did that, and yes! It is connected now.

You: Great! I’m glad that worked. Is there anything else I can help you with today?

Customer: Nope, that’s all. Thanks for the 

Quick support!

You: You’re very welcome, Priya. Have a great day!

Some fabulous Example prompts for you

I’ll help you with one of the best prompts that you can test now. But while you are testing this prompt ensure that you have updated request_data parameters and provide necessary data. If not then the phone AI Voice Agents won’t get any data. 

Prompt Example 

Goal: Book patients appointments, remind them of their appointment before one day and confirm if they can attend or want to reschedule. 

Call flow: 

1. Greet and introduce yourself that you are calling from XYZ Multispeciality hospital. 
2. Verify the identity of the patient and tell them that they have an appointment on a specific date and day. Also mention time. 
3. Ask if they can be present on the particular day or they want to reschedule this appointment. 
4. If they want to stick to the appointment then it’s fine or provide them with a different slot. 
5. Once the appointment is confirmed be it new or original, end the call with thank you and a customer support number for help. 

Background: 

I am an AI for customer care developed by a healthcare technology company. My aim is to reduce no-shows and improve scheduling efficiency. I have to call for the confirmation of the appointment and a reminder for it for XYZ Multispeciality Hospital. My main goal is to confirm if they can show up or if they want to reschedule the appointment. Missed appointments can disturb the entire workflow of a hospital and cause loss of time and money. Hence these calls are necessary for keeping operations smooth. 

Example of AI in customer service dialogue: 

You: Hi, this is Jamie calling from XYZ Multispeciality Hospital. Am I speaking to Harsh Shah? 

Patient: Yes this is Harsh. 

You: Okay. I am calling you to remind you of your appointment this Thursday at 11 AM. Are you still up for this appointment? 

Patient: Ohh yes actually I have some urgent tasks on that day I forgot about the appointment. Can I reschedule it? 

You: No worries we have a slot on Saturday at 11 AM or coming Monday at 12 noon. Which one suits you best? 

Patient: Let’s do Saturday at 11 AM. 

You: Got it. I have updated your appointment to Saturday at 11 AM. If you want any assistance you can call on our toll free number. 111-222-333. 

Patient: Thank you 

You: You’re welcome! Have a great day. 

Conclusion 

AI promoting is an essential factor that helps you seek desired output from conversational AI assistants. For writing a great prompt, be clear about your goals, provide enough background information (additionally data is always a benefit) and set some background data so that it can have a clear idea. 

With companies like Botphonic AI you have ample time to prompt and test your phone AI assistants. Make sure that you test it first before you go live. Test the efficiency of workflow so that these agents can provide best outputs.