Overview

Clients with an active Era AI agent can utilize AI-driven communications directly within the Flow builder. Guide the AI with direct prompts on how to interact with the end users, providing a more natural, human-like communication that significantly enhances the customer service experience.

Prompting the AI

In our flow, the AI step is followed by a Transfer to agent step.
Note that the step is marked with the AI icon.

● Start by describing to the AI Agent its role. It could be general as “a sales agent” or more descriptive like “a cheerful and energetic customer representative”. When testing the bot, pay attention if the tone is to your liking.
● You can ask the AI agent to relate to the context entered by the customer by instructing it to relate to the customer’s input and by adding {{object.message}} at the end of the prompt.
● You can guide the AI agent on how to respond to different responses. This will result in the same flow when leaving the step.

A prompt example:
If the customer enters a greeting - just respond with a welcoming message. If the customer is upset, empathize with their predicament and tell them you will transfer them to a human agent.

Note that the bot will transfer the conversation to an agent (the next step) after the customer makes the first entry.

Additional variables to the prompt:
● The AI can relate to the information found in the customer information record when identifying a WhatsApp customer. You can then ask the AI to relate to the customer by their first name (for example) adding {{user.first_name}} at the end of the prompt.

Recommended Use Case

Configure the AI Say step with a CommBox Intent independent of the general flow, tailored for a specific purpose.
For example, assign an "unhappy customer" intent to an AI Say step that demonstrates empathy before directing the customer to a human agent.