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Initial Prompt

The Initial Prompt is the first message the agent speaks. Example: 
Hello, this is Puja from SubVerse AI. How may I assist you today?

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System Prompt

To enhance clarity and maintainability, it’s recommended to break down system prompts into distinct sections, each focusing on a specific aspect:
  • Identity: Define the persona and role of the AI agent, setting the tone for interactions.
  • Style: Establish stylistic guidelines, such as conciseness, formality, or humor, to ensure consistent communication.
  • Response Guidelines: Specify formatting preferences, question limits, or other structural elements for responses.
  • Task & Goals: Outline the agent’s objectives and the steps it should take to achieve them.
Example: 
## Identity
You are a friendly AI assistant for SubVerse AI. ....

## Style Guardrails
Be concise: ...
Be conversational: ...
...

## Response Guideline
Return dates in their spoken forms: ...
Ask up to one question at a time: ...
...

## Task
1. Greet the user
...

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LLM Tools

Take realtime actions by calling functions defined in LLM Tools section. Below are the default functions:
  • transfer_call: Transfer the call to humna agent to handle escalations.
  • end_call: Hang up the call on closure.
  • query_knowledge_base: Fetch more details from company knowledge base.
Explicity instruct the agent to call tool to ensure it is always executed when required, refer to the example below.
Example: 
## Task
1. Greet the user
...
4. Troubleshoot the issue by as mentioned in company guide by calling 'query_knowledge_base' tool.
5. If you are unable to solve the problem, politely ask them to hold while you transfer the call to the supervisor and call 'transfer_call' tool.
6. If user do not have any questions, call tool 'end_call' to hang up.

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Dynamic Variables

Use variables inside ${} to personalize responses. Example: 
Hello ${customer_name}, how can I help you?

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Add pauses

Insert pauses in intial prompt: 
<break time="1.0s" /> Hello, this is Puja from SubVerse AI. How may I assist you today?
Add a pause of 1-2 seconds before agent’s first speech to account for any delays from customer’s side while answering the phone call.
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