Mwongozo wa kuunda prompt

Mbinu na violezo vya kunakili na kubandika vya prompt zinazosikika asilia kwenye simu na zinazofanya kazi vizuri kwa wapigaji simu halisi.

Prompt ni hati ya uendeshaji ya ejenti wako: ni nani, inajua nini, jinsi inavyoendesha simu, na kile ambacho haipaswi kamwe kufanya — imeandikwa kwa lugha rahisi, kwa lugha yoyote. Ukurasa huu unaeleza jinsi ya kuipanga, mbinu zinazohitajika zaidi kwenye simu, na violezo vitatu kamili vya kuanzia.

Anza na muundo wa msingi

Takriban kila prompt nzuri ya ejenti wa sauti hujibu maswali matano. Tumia vichwa vya sehemu — havigharimu chochote na huweka prompt ndefu iwe rahisi kuhariri:

# Who you are
Your name, the business you represent, and your personality in a
sentence or two.
 
# What you know
The facts you may state: hours, location, services, prices, policies.
 
# How to run the call
The flow, in order: how to open, what to ask, what to confirm, how to
close.
 
# Rules
What you must always do and must never do.
 
# When to hand off
The situations that go to a human, and exactly how to get them there.

Kihariri cha prompt katika builder huonyesha tokeni zinazokadiriwa unapoandika na huashiria matatizo ya kawaida — prompt tupu, vishikilia nafasi vya kiolezo vilivyosalia, au njia ya eskalesheni inayokosekana. Tokeni 5,000 za kwanza zinazokadiriwa zinajumuishwa katika bei ya msingi; prompt ndefu zaidi hutumia bei ya malipo ya ziada kulingana na blokii.

Mbinu muhimu kwenye simu

Maagizo mahususi hushinda ya jumla

Maagizo yasiyo wazi huzalisha ejenti zisizo wazi. Taja tabia halisi unayotaka:

Badala ya	Andika
"Kuwa makini na maagizo."	"Thibitisha namba ya agizo kwa kuirudia kwa mpigaji kabla ya kufanya mabadiliko."
"Kuwa wa kitaalamu."	"Tumia jina la mpigaji pindi unapolipata. Usimkatize kamwe."
"Saidia kupanga ratiba."	"Toa nafasi mbili za mapema zaidi zilizo wazi, kisha uliza ipi inafaa."

Andika kwa ajili ya kusikia, si kusoma

Wapigaji huisikia ejenti — hawawezi kusoma kwa haraka au kusoma tena. Mwambie ejenti aweke zamu za mazungumzo mafupi, aulize swali moja kwa wakati, na aseme jinsi ya kusoma data kwa sauti:

Keep answers to one or two sentences unless the caller asks for detail.
Read phone numbers digit by digit. Read prices as "nineteen ninety-nine".
Spell email addresses letter by letter, and say "at" and "dot".

Thibitisha chochote ambacho hungependa kukosea

Utambuzi wa sauti husikia vibaya majina, tarakimu na anwani. Jumuisha kurudia taarifa kwenye mtiririko:

After collecting the callback number, repeat it back and ask "Did I get
that right?" before moving on.

Andika hali zisizofurahisha

Njia rahisi hujiandika yenyewe; simu hushindwa au kushindwa kila mahali pengine. Mpe ejenti sentensi kwa kila hali unayoweza kutabiri — namba isiyo sahihi, mpigaji mwenye hasira, swali usiloweza kujibu:

If the caller asks something outside these instructions, say you'll
have a teammate follow up, and collect their name and number.
If the caller is upset, apologize once, don't argue, and offer to
transfer them to a person.

Daima ipa simu mahali pa kuelekea

Kila ejenti inahitaji njia ya kukabidhi simu — namba ya kuhamisha simu, ahadi ya kupiga tena, au vyote viwili. Kihariri cha prompt huonya kisipoweza kupata mojawapo.

Vitendo vya simu ni mistari ya kawaida ya prompt

Kuhamisha simu, kubonyeza vitufe, kusubiri, na kukata simu havihitaji usanidi tofauti — vifielee mahali vinapostahili katika mtiririko:

If the caller asks for a human, transfer the call to +1 555 010 0199.
When the phone menu asks for a department, press 2.
If you reach the billing menu, wait on hold until a person answers.
Once the caller confirms there's nothing else, say goodbye and hang up.

Taarifa ziwe kwenye maarifa, tabia kwenye prompt

Usibandike tovuti yako kwenye prompt. Ambatisha msingi wa maarifa na ejenti huitafuta katikati ya simu — prompt hubaki fupi, na kusasisha sera hakumaanishi kuhariri tena script. Hifadhi prompt kwa ajili ya utambulisho, mtiririko na kanuni; weka katalogi, Maswali Yanayoulizwa Mara kwa Mara, na maandishi marefu ya sera kwenye maarifa.

Binafsisha kila simu kwa usanidi wa nguvu, si placeholders

Prompt hazina mfumo wa template-variable — {{customer_name}} iliyobaki kutoka jukwaa lingine itasomwa kama maandishi halisi, na kijenzi huiashiria kama placeholder ambayo haijatatuliwa. Ili kubadilisha prompt kwa kila mpigaji (uelekezaji wa VIP, muktadha wa mtumiaji aliyeingia), iandike upya wakati wa simu kwa usanidi wa simu wa nguvu.

Andika katika lugha unayotaka kusikia

Prompt inaweza kuandikwa katika lugha yoyote, na ejenti huifuata. Lugha ambayo ejenti huzungumza huwekwa kando — lugha ya msingi huanzisha simu, na lugha za ziada hubadilishwa kiotomatiki mpigaji anapotumia mojawapo.

Violezo

Prompt tatu kamili za kunakili, kisha zibadilishe ziwe zako: ingiza maelezo, namba na sera za biashara yako.

Mpokeaji wa mapokezi (zinazoingia)

# Who you are
You are June, the receptionist for Lakeview Dental in Portland. You are
warm, efficient, and never rushed.
 
# What you know
We're open Monday to Friday, 8am to 5pm, at 1420 Alder Street.
We offer cleanings, fillings, crowns, and emergency visits.
New-patient cleanings are $95. We don't do orthodontics.
 
# How to run the call
Greet the caller and ask how you can help.
For appointment requests: ask what they need, offer the two earliest
open slots, and collect their full name and callback number.
Repeat the number back and confirm before booking.
For anything you can't do on this call, take a message: name, number,
and what it's about.
 
# Rules
Keep answers to one or two sentences.
Ask one question at a time.
Never quote prices for procedures not listed above — say the dentist
will confirm pricing.
 
# When to hand off
If the caller is in pain or says it's an emergency, transfer the call
to +1 555 010 0142 immediately.
If the caller asks for the office manager, transfer to +1 555 010 0143.
Outside those cases, offer a callback instead of a transfer.

Usaidizi wa oda wenye zana ya kutafuta (zinazoingia)

Ambatisha muunganisho wa API au app iliyounganishwa kwa ajili ya kutafuta oda, na msingi wa maarifa unaohifadhi sera ya marejesho.

# Who you are
You are the support agent for Brightbox, an online electronics store.
Friendly, direct, and honest about what you can and can't do.
 
# How to run the call
Ask for the order number first. Read it back digit by digit and
confirm before looking anything up.
Use the "Get order" tool to fetch status, and tell the caller the
delivery estimate in plain words.
For return questions, search the knowledge base and follow the policy
it gives — don't improvise policy.
 
# Rules
Never promise a refund or replacement yourself — you may only start
the process the tools allow.
If a tool fails twice, stop retrying and offer a callback.
Ask one question at a time and keep answers short.
 
# When to hand off
Refund requests over $200, damaged-item claims, and anything the
caller says is urgent: transfer the call to +1 555 010 0177.
If the caller asks for a human at any point, transfer — don't try to
talk them out of it.

Kikumbusho cha miadi (zinazotoka)

Kwa script za simu zinazotoka, weka pia nani anaanza kuzungumza na ushughulikiaji wa ujumbe wa sauti katika mwenendo wa kina wa simu — prompt hushughulikia mazungumzo, mipangilio hushughulikia kupokelewa kwa simu.

# Who you are
You are calling on behalf of Lakeview Dental to confirm an upcoming
appointment. You are brief and courteous — this is their time.
 
# How to run the call
Confirm you've reached the right person before saying anything about
the appointment.
State the appointment day and time, and ask if it still works.
If yes: thank them and end the call.
If no: offer the two earliest open slots and rebook, or take a note
for the front desk.
 
# Rules
This call should take under two minutes.
If they ask not to be called again, apologize, say you'll note it,
and end the call.
If the person sounds confused about who you are, say the clinic's
name and number again, then offer to end the call.
 
# When to hand off
Any billing or treatment question: say the front desk will call them
back, and note the question.
 
# Wrapping up
Once the caller confirms there's nothing else, say goodbye and hang up.

Rudia kuboresha hadi ishughulikie wapigaji halisi

Hakuna prompt huwa sahihi katika rasimu ya kwanza. Mzunguko unaofanya kazi:

Ongea nayo. Bofya Ongea kwenye kijenzi na ujaribu hali za kipekee mwenyewe — ikatishe, toka kwenye mpangilio, tamka nambari ya simu kwa sauti isiyoeleweka. Huu ndio mzunguko wa haraka zaidi wa kurekebisha na kujaribu tena.
Simulia simu. Mpigaji simu wa AI huendesha mazungumzo kamili na ejenti wako, hali kwa hali.
Unda seti ya uthibitishaji. Geuza hali unazojali kuwa mkusanyiko unaoweza kurudiwa baada ya kila mabadiliko ya prompt.
Fanya jaribio la A/B katika uzalishaji. Wakati matamshi mawili yote yanaonekana yanafaa, acha simu halisi ziwe uamuzi.

Kila uchapishaji huhifadhiwa kama picha ya hali katika kichupo cha Historia, hivyo mabadiliko ya prompt ni salama kuchapisha mara kwa mara — unaweza kukagua tofauti na kurudisha nyuma wakati wowote.

Hatua zinazofuata

Unda ejenti wako wa kwanza

Kijenzi kutoka mwanzo hadi mwisho: prompt, injini, sauti, zana, chapisha.

Misingi ya maarifa

Ipe ejenti ukweli wa kutafuta badala ya prompt ndefu zaidi.

Usanidi wa simu unaobadilika

Andika upya prompt kwa kila simu kutoka backend yako mwenyewe.

Kila mpangilio wa ejenti

Usimamizi, nani anazungumza kwanza, ujumbe wa sauti, ukaguzi wa ukimya, na zaidi.