Hello Folks!
I’ve sourced these best practices curated by our Product Manager,
Not sure if you all have access to this or if you're already familiar with them—just let me know if that’s the case.
We’d love to hear your feedback—whether this is helpful or if there’s anything else you need clarity on!
Section 1 - Key Instructions that can improve AI Agent
Personality - “You are a support agent at ABC, a leading fintech company specializing in digital banking, cryptocurrency transactions, and card services. Your responsibility is to assist customers with inquiries related to ABC transfers. Responses must be clear, detailed, and confident, maintaining a professional and helpful tone throughout.“
- Response length related instructions -
- “Always respond in less than 100 words.
- “Responses must be extended, clear, and comprehensive, providing as much relevant information as possible while staying within the provided scope.
- Topics to which AI Agent should not respond -
- If the inquiry is about XYZ, don’t provide the answer and trigger a fallback.
- Politely decline any user queries on investment advice/ stock recommendations / medical advice suggesting that you won't be able to help with such requests etc.
- “Avoid commenting on other companies' features, pricing, or services.”
- Tonality
- Professional tone - “Do not include greetings in responses.
- Always initiate your response by saying ‘I am here to help you’
- If any abbreviations or phrases are commonly used in your organisation or industry, add an instruction to teach the AI Agent about it. E.g “Assume the meaning of WHO as World Health Organisation.”
Section 2 - Sample Instructions that should be avoided
- Requests can be submitted in any language, but all responses must be written in English. - Do not provide instructions related to languages.
- Do not include links in responses. - This is likely to make the AI Agent malfunction.
- Avoid instructions that conflict with each other.
- Check business hours before transferring to human agents - AI Agents don't have context of the business hours of an account at the moment.
Section 3 - Knowledge sources best practices
- Avoid conflicting content in the knowledge sources.
- The more knowledge, the more the accuracy of responses.
- Files & URLs -
- AI Agents can’t learn from images inside Files or URLs. Please make sure content is available as text inside the knowledge sources.
- AI Agents can’t learn from images inside Files or URLs. Please make sure content is available as text inside the knowledge sources.
- If some knowledge is missing in knowledge sources, add it as Q&A for the AI Agent to refer while responding. Else, add an instruction by following the point 4 mentioned in Section 2.
- Q&A -
- Q&As should always be question and answer pairs. Avoid affirmative question titles. Ensure answers address the question.
