How an AI agent answers on a call

Steps

1. The agent reads its instructions (System prompt), its persona, the script attached to the line, and the passages of its knowledge base that match the question.
2. It answers only from those. When nothing there answers the question, it says plainly that it cannot confirm that on this call, and offers a person where the line can put callers through.
3. It replies in the caller’s language. The first language it recognises on the call is kept for the rest of the call; it changes only when the caller asks for another language.
4. It replies in one or two short spoken sentences, without lists, links or emoji.

Tips

• If the agent keeps saying it cannot confirm something, add that fact to a source (for example Q&A) or to the instructions.
• When a caller asks whether they are speaking to a person, the agent says it is an AI assistant.

Good to know

• The agent never invents prices, hours, dates or other facts that your instructions and sources do not state.
• It cannot book or confirm appointments, call back, send anything or give discounts on the call; it says so and gives the route your sources describe.
• Your instructions cannot switch these rules off.

Related how-tos

• All agents See every AI agent in your organisation, which phone lines each one answers, and open one to change it.
• Edit an agent’s system prompt Change the instructions that tell the agent who it is, how it talks and what it may say.
• Set an agent’s persona and model Give the agent a name to use on the phone, a role, a tone, goals and rules, and choose how fast or capable its model is.
• Set the language calls start in Choose the language your AI agent greets callers in on a line.
• Files Upload documents your AI agent answers from: PDF, Word (.docx), .txt, .md, .csv or .json.