We’ve started setting up an AI Agent via the Messaging channel for our help centre and trying to tailor it with some basic instructions however despite best efforts, it doesn’t seem to be taking
When asking if AI Bot was helpful have created the following instruction to try and account for a customer typing yes instead of clicking the yes prompt
If the customer types Yes in response to being asked if a reply was helpful then wrap up conversation
However despite phrasing in a variety of ways, the instruction is not being followed
Any suggestions?
Best answer by Adrien
Hi!
Instructions are mostly aimed at customizing the tone of voice of the bot, so it might adjust a message to fit the tone of voice but it won’t necessarily change completely a message based on an instructions.
It’s hard to tell from this post but depending on where the customer is in the messaging journey, you can customize the experience through a procedure for example. You could use the knowledge reply in the bot if that’s the main avenue your customers are getting answers from and customizing the wrapping up in there. Usually the bot is pretty decent at having small talk on its own.
Instructions are mostly aimed at customizing the tone of voice of the bot, so it might adjust a message to fit the tone of voice but it won’t necessarily change completely a message based on an instructions.
It’s hard to tell from this post but depending on where the customer is in the messaging journey, you can customize the experience through a procedure for example. You could use the knowledge reply in the bot if that’s the main avenue your customers are getting answers from and customizing the wrapping up in there. Usually the bot is pretty decent at having small talk on its own.
