I knowledgebase only, not general sources

[keyholeits]

Hi playing with the AI and i like it but i cant work out how to stop the ai agent using external sources. i only want it to use the knowledge base articles and if it doesnt know from therte transfer the call.

anyone knw how to get it to do this? thanks

 

[KyriacosS_3CX]

Hello,

Can you confirm the exact 3CX PBX version, 3CX AI version, OpenAI models used, Agent type, and if the prompt was modified in any way?

 

[keyholeits]

Version 20.0 Update 9 (Build 995 Release - AI 1.4.48)
agent type is receptionist no modification

 

[keyholeits]

anyone know how to do this/?

 

[KyriacosS_3CX]

Can you provide some information on the call and type of questions you are asking it? If you have a transcript of the conversation that would be a useful first step.

 

[keyholeits]

i am telling it how my pc wont turn on. if there is no knowledge base article for this i want it to transfer to agent and not go ahead and offer advice from wider sources please

 

[KyriacosS_3CX]

In your Call Routing options, do you have a destination defined for PC problems? Perhaps something in your company description or other configuration is encouraging the AI agent to try and assist directly.

 

[nikolascx]

Dear @keyholeits

Some tips for you:
Step 1: go to the AI Prompt tab and copy the prompt in an AI of your choice.
Step 2: Set this to the lowest reasoning possible because here we do not want the AI to go into high reasoning since this task is a very simple one.

Step 3:

Write something like this:

This is a system prompt of 3CX that controls how the AI should behave.
I like it but i cant work out how to stop the ai agent using external sources. i only want it to use the knowledge base articles and if it doesnt know from there transfer the call."
Can you point me to the part where it loads the knowledge sources and propose a lean simple non overengineered instruction so it behaves like I described?
Do not make changes to the prompt. Just tell me the part that is suspicious and tell me how to change it.

See what it tells you.
Make one change at a time. And try. And add the least number of words.

I think the problem is here:

We already tell the AI to behave as you want it in this part

{{#has_vector_stores}}- Decide the request type first: routing requests use routing tools, informational requests use vector_store_search.{{/has_vector_stores}}

- If the caller asks for information about the company or its services, use vector_store_search; answer only from the results, never from general knowledge.

but there could be this line that might override it - so delete it

- Broad informational requests do not need clarification before the first answer: search, give a short general answer, and invite a specific follow-up.

Let us know how it goes!! God bless