Effective prompts are essential for configuring a virtual voice agent, as they define the agent’s tasks and goals. A well-crafted prompt ensures the agent can respond accurately to customer needs, such as collecting leads or answering questions. Regular testing and optimization allow continuous improvement, helping the agent adapt to changing business needs and customer expectations.
Step 1: Define the Main Objective of the Prompt
The first step in creating a prompt for your AI Voice Agent is to define its main goal. It’s important to focus on one of the primary use cases that the CallPage AI Voice Agent supports:
Missed Calls – Collect key information when a consultant cannot answer the call.
Lead Qualification – Segment and forward valuable leads to the right consultant.
Answering Questions – Handle frequently asked questions (FAQs) based on pre-provided information.
Focusing on one of these objectives will help tailor the prompt to your business needs and customer expectations.
Step 2: Provide Comprehensive Background Information
To ensure that your AI Voice Agent responds accurately and effectively, you need to provide context about your company and the role the agent will play. This helps the agent better understand the environment it’s operating in.
Here’s what you should include:
Key details about your company and its mission – What your company does, what services it offers.
The role and capabilities of the AI Voice Agent – What tasks the agent will handle (e.g., collecting leads, answering customer questions).
Target audience – Who your customers are and what their needs are.
Your company’s unique value proposition – What sets your company apart from competitors?
Example:
"We specialize in automating sales processes and customer support. Our AI Voice Agent handles calls for the sales team, answers customer inquiries, and collects lead data."
Why It Matters:
Providing background context ensures that the AI agent operates effectively, delivers accurate responses, and enhances the customer experience.
Step 3: Script Structure
The structure of the prompt should be clear and organized to ensure a smooth conversation. Here’s a suggested script structure that breaks the conversation into logical stages:
Welcome Message
Start the conversation by greeting the customer and explaining the purpose of the call.Example:
"Hello! Thank you for calling [Company Name]. How can I assist you today?"Identity
Define who the agent is and how it introduces itself.Example:
"I’m Alex, the virtual assistant for [Company Name]. I’m here to gather some key information from you."Style Guardrails
Provide guidelines on the tone, length of responses, and communication style.Example:
Be polite and concise.
Use natural, friendly language.
Rephrase answers if the caller doesn’t understand.
FAQ (Frequently Asked Questions)
Include common questions and answers that the agent might use during the conversation.Examples:
“What are your business hours?”
“What is your refund policy?”
“How can I contact customer support?”
Qualification Questions
List the important questions the AI Voice Agent should ask to collect necessary information. Be sure to label each question so that the data can be saved for further processing.Example:
Label:
Company_Name
Question: “What is the name of your company?”Label:
Phone_Number
Question: “What is the best phone number to contact you?”
Closing
Conclude the conversation politely and inform the customer of the next steps.Example:
"Thank you for your time! Our team will follow up with you shortly."
Step 4: Tools for Creating and Optimizing Prompts
ChatGPT Prompt Builder (OpenAI)
A tool for quickly creating and testing prompts for language models.
Link: ChatGPT Prompt BuilderPromptPerfect
A platform designed to optimize prompts for precise and effective script development.
Link: PromptPerfect
Step 5: Testing and Optimizing the Prompt
Test the Script
Evaluate how your AI Voice Agent performs across different scenarios.Gather Feedback
Review interactions and collect feedback from customers or team members to identify areas for improvement.Refine the Script
Optimize responses, update FAQs, and improve the communication flow to make the agent more efficient.
With a well-structured prompt, your AI Voice Agent will be able to perform its tasks efficiently, ensuring that customer interactions are smooth and productive. Test, optimize, and continuously improve the script to adapt to your business’s evolving needs.