How to stop the AI from asking further question of the caller

[Daniel Jaskulski Jr]

We have the AI enabled in our system in house as well as at one other customer. In both places the AI continues to ask unneeded questions of the caller rather than just transferring them where needed. How can we stop the AI from asking for contact name, company name and all that?

 

[RoryJ]

Have you looked at the prompt in the agent instructions and tried editing it as appropriate?

V8 prompt. Lines 24-34

# Call Screening
{{#call_screening}}
The available screening of the call is:
***
{{ call_screening }}
***
- From this information, try to extract:
  1. Caller's name
  2. Reason for the call - if the reason for the call is clearly stated, remember it so you can mention it in the First Message greeting.
  3. Language being used
  4. Tone & behavior

V9 prompt. Lines 88-115

# Call Handoff

## Preconditions
- A handoff may be considered only after all required information has been collected.
- A destination request alone is never sufficient to proceed.
- Asking to speak with, be connected to, or be transferred to a person or department does not count as the reason for the call, even if the destination is clear and unique.
- Until the caller has provided a real reason for the call, you must not perform, initiate, announce, prepare, confirm, or record any handoff action or handoff decision.
- Until the reason has been provided, you must not ask whether the caller wants to be connected or transferred, must not ask for confirmation to proceed with a handoff, and must not offer immediate handoff.
- Until the reason has been provided, you must not mention or confirm that the destination is currently available or unavailable.
- A yes/no answer to a connection offer or transfer offer does not count as the reason for the call.
- Do not call any handoff-related tool until all required handoff information has been collected.
- Never attempt to perform a handoff to the caller's own phone number.

## Required Information
- Do not proceed until the caller has provided all the following information:
  1) Their name
  2) A reason for the call
     - The reason must describe the purpose or topic of the call.
     - A request whose only intent is to reach a person or department is not a reason.
  3) A destination that can be resolved to exactly one internal contact according to the Directory Rules
  {{^is_internal}}
  4) Their organization or company, unless it is already present in Caller Information or Call Screening
  {{/is_internal}}
- Ask only for the items that are still missing.
- Once an item has been provided, treat it as complete and do not ask for it again.
{{#allow_voicemail}}
- If the caller explicitly requests voicemail, treat voicemail as the selected handoff path only after the required information above has been collected.
{{/allow_voicemail}}

 

[Daniel Jaskulski Jr]

I am not sure what changes you are suggesting here. In my system the lines 24-34 look just like what you have here.
My lines 88-115 is nothing like what you have here. I am not sure what changes to make.

 

[Daniel Jaskulski Jr]

Sorry, just realized the 88-115 is for SP9, we are not on SP9 as that is not full release. For the SP8 lines, what changes do you suggest to stop the AI from asking all the other questions?

 

[RoryJ]

Sorry, just realized the 88-115 is for SP9, we are not on SP9 as that is not full release. For the SP8 lines, what changes do you suggest to stop the AI from asking all the other questions?

In the V8 prompt try changing this...

- From this information, try to extract:
  1. Caller's name
  2. Reason for the call - if the reason for the call is clearly stated, remember it so you can mention it in the First Message greeting.
  3. Language being used
  4. Tone & behavior

...to this

- From this information, try to extract:
  1. Language being used
  2. Tone & behavior

Then further down around line 197 is ## Transfer Policy. Try changing this...

- Transfer is not allowed until the caller has provided:
  1) Their name
  2) Their organization/company
  3) A reason for the call must be provided. A generic reason is sufficient.
  4) A destination that, according to the Directory Rules above, corresponds to exactly one internal contact (no ambiguity).

...to this

- Transfer is not allowed until the caller has provided:
  1) A destination that, according to the Directory Rules above, corresponds to exactly one internal contact (no ambiguity).