Setting up smart AI agents
Writing instructions
Build the prompt of a smart AI agent, adapt it per channel and test it
Tip
The instructions describe what a smart AI agent should do with a request: which information it checks, which tools it uses and when, and how it replies. They are the most important part of a smart AI agent.
Layout of the tab
| Element | Meaning |
|---|---|
| Instructions | The AI agent's prompt, with the tabs Standard (required), Chat and Telephony. Tabs without their own instruction use the Standard tab. |
| Insert placeholders | Inserts a placeholder into the prompt that is replaced with the matching value during processing. |
| Prompt playground | Tries out the prompt without saving it. |
| Use Recommended Enneo Prompt Guardrails | Adds enneo's system rules to the prompt, e.g. on security, tone and language. Should usually stay active. |
| Follow Quality Guidelines from QA Scorecards | The AI agent takes the criteria of the quality assessments into account. |
| Available built-in tools and User-defined tools | The AI agent's tools – see Tools of a smart AI agent. |
A good instruction
An instruction works best as a sequence of numbered steps:
- Role and goal – in one sentence: what the AI agent is responsible for.
- Check – which data it should read first, e.g. contract data.
- Decide – which cases exist and what to do in each case.
- Act – which tool it calls in which case, with the tool name.
- Reply – what the reply to the customer should contain.
- Limits – what it should not do, and when it hands over to a service agent.
Tips:
- Name tools and say when to use them.
- Explicitly describe cases in which the AI agent is not sure – better to ask the customer than to guess.
- Do not repeat rules that are already checked by a rule-based AI agent it calls as a tool.
- For email and letter, the AI agent proposes actions in the resolution plan instead of executing them. The instruction does not need to take this into account; enneo handles it.
Instructions per channel
Chat and telephony often need their own rules – such as short sentences on the phone or reading out uncertain values before an action. What matters here: Smart AI agents in chat and phone.