Mwongozo wa prompt

Mbinu na violezo vya kunakili na kubandika vya prompt zinazosaidia mazungumzo kusikika ya asili kwenye simu na kufanya kazi vizuri kwa wapigaji halisi.

Prompt ni mwongozo wa uendeshaji wa ejenti wako: ni nani, inachojua, jinsi inavyoendesha simu, na kile ambacho hairuhusiwi kufanya kamwe — ukiandikwa kwa lugha rahisi, katika lugha yoyote. Ukurasa huu unaeleza jinsi ya kuupangilia, mbinu muhimu zaidi kwenye simu, na violezo vitatu kamili vya kuanzia.

Anza na muundo wa msingi#

Takriban kila prompt nzuri ya ejenti ya sauti hujibu maswali matano. Tumia vichwa vya sehemu — havina gharama na huifanya 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 makadirio ya tokeni unapoandika na hutambua matatizo ya kawaida — prompt tupu, vishikilia nafasi vya kiolezo vilivyosalia, au njia ya upandishaji kwa ejenti wa kibinadamu inayokosekana. Tokeni zinazokadiriwa 5,000 za kwanza zinajumuishwa katika kiwango cha msingi; prompt ndefu hutumia bei ya nyongeza inayotegemea blokii.

Mbinu muhimu kwenye simu#

Maagizo mahususi ni bora kuliko ya jumla#

Maagizo yasiyo wazi huunda ejenti wasio wazi. Taja tabia halisi unayotaka:

Andika kwa ajili ya kusikilizwa, si kusomwa#

Wapigaji huisikia ejenti — hawawezi kusoma kwa haraka au kusoma tena. Elekeza ejenti kuweka majibu yanayosemwa mafupi, kuuliza swali moja kwa wakati, na kueleza 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 hutaki kukosea#

Utambuzi wa sauti hukosea kusikia majina, tarakimu na anwani. Jumuisha kurudia kwa uthibitisho kwenye mtiririko:

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

Omba uthibitisho wa kurudia kwa namna thamani ilivyotolewa — anwani ya barua pepe herufi kwa herufi, namba ya simu tarakimu kwa tarakimu. Uthibitisho wa muhtasari ("kwa hiyo hiyo ni Gmail yako") hauthibitishi chochote:

After collecting an email address, spell it back letter by letter and
ask the caller to confirm before you save it.

Chagua Storm wakati simu inategemea mfuatano unaotamkwa herufi kwa herufi#

Sauti ya simu ni 8 kHz. Barua pepe, majina ya ukoo, misimbo ya uthibitisho na namba za sera ni maeneo ambako uwezo huo wa data hautoshi: "M" na "N" zinafanana, "dot" ya mpigaji hubaki kama neno, na kikoa hurudi kikiwa na herufi moja tofauti.

Bolt hunakili sauti kuwa maandishi kwanza kisha hufikiri kwa kutegemea nakala hiyo, kwa hiyo chochote ambacho nakala imepoteza tayari kimeondoka. Storm huisikia sauti yenyewe na ni bora zaidi kwa kiasi kikubwa kwenye mifuatano inayotamkwa herufi kwa herufi. Ikiwa simu ina manufaa tu wakati barua pepe au namba ya marejeleo iko sahihi kabisa, tofauti hiyo ina thamani zaidi kuliko pengo la bei — tazama viwango vya modeli.

Kisha weka ukaguzi mahali ambapo prompt haiwezi kuuruka: tangaza "format": "email" kwenye kigezo cha tool kinachopokea anwani. ThunderPhone hurekebisha athari za kawaida za nakala ya sauti, na hukataa kile ambacho haiwezi kurekebisha kabla endpoint yako haijatekelezwa, hivyo ejenti huuliza tena badala ya kuandika anwani mbaya kwenye mfumo wako. Tazama Unda ujumuishaji wa tool.

Andika njia za hali zisizofurahisha#

Njia bora hujiandika yenyewe; simu hushindwa au kufanikiwa katika hali nyingine zote. Mpe ejenti sentensi kwa kila hali unayoweza kutarajia — namba isiyo sahihi, mpigaji mwenye hasira, swali ambalo huwezi 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 anahitaji njia ya kukabidhi simu — namba ya kuhamisha simu, ahadi ya kupiga tena, au vyote viwili. Kihariri cha prompt huonya kisipoweza kupata njia hiyo.

Vitendo vya simu ni mistari ya kawaida ya prompt#

Uhamishaji wa simu, kubonyeza vitufe, kusubiri, na kukata simu havihitaji usanidi tofauti — vieleze mahali vinapostahili kwenye 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.

Kwa sheria za uelekezaji, makabidhiano yaliyochujwa, na mbadala za hitilafu, tazama Hamisha simu. Kwa vitendo vingine vyote vya jukwaa, tazama Tool zilizojengewa ndani.

Taarifa ziwe kwenye maarifa, tabia iwe kwenye prompt#

Usibandike tovuti yako kwenye prompt. Ambatisha msingi wa maarifa na ejenti huutafuta katikati ya simu — prompt hubaki fupi, na kusasisha sera hakumaanishi kuhariri tena script. Hifadhi prompt kwa ajili ya utambulisho, mtiririko na sheria; hamishia katalogi, maswali yanayoulizwa mara kwa mara, na maandishi marefu ya sera kwenye maarifa.

Binafsisha kila simu kwa dynamic config, si vishikilia nafasi#

Prompt hazina mfumo wa vigeu vya kiolezo — {{customer_name}} iliyobaki kutoka jukwaa lingine itasomwa kama maandishi halisi, na builder huiweka alama kama kishikilia nafasi ambacho hakijatatuliwa. Ili kubadilisha prompt kwa kila mpigaji (uelekezaji wa VIP, muktadha wa mtumiaji aliyeingia), iandike upya wakati wa simu kwa kutumia dynamic call config.

Andika kwa lugha unayotaka kusikia#

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

Violezo#

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

Mpokezi wa dawati la mbele (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)#

Unganisha muunganisho wa API au app iliyounganishwa kwa ajili ya kutafuta oda, pamoja na hifadhidata ya maarifa iliyo na 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, pia weka nani anaanza kuzungumza na ushughulikiaji wa ujumbe wa sauti katika tabia za kina za 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 hadi isimame dhidi ya wapigaji simu halisi#

Hakuna prompt iliyo sahihi kwenye rasimu ya kwanza. Mzunguko unaofanya kazi:

1. Ongea nayo. Bofya Ongea kwenye kijenzi na uchunguze mipaka mwenyewe — ikatishe, ondoka kwenye mpangilio, tamka kwa sauti isiyoeleweka nambari ya simu. Huu ndio mzunguko wa haraka zaidi wa kurekebisha na kujaribu tena.
2. Simulia simu. Mpigaji simu wa AI huendesha mazungumzo kamili dhidi ya ejenti yako, hali baada ya hali.
3. Unda seti ya uthibitishaji. Geuza hali unazojali kuwa mkusanyiko unaoweza kurudiwa unaouendesha tena baada ya kila mabadiliko ya prompt.
4. Fanya majaribio ya A/B katika uzalishaji. Wakati matamshi mawili yote yanaonekana sawa, acha simu halisi ziamue.

Kila uwekaji huhifadhiwa kama nakala katika kichupo cha Historia, hivyo mabadiliko ya prompt ni salama kuweka mara kwa mara — unaweza kukagua tofauti na kurudisha toleo la awali wakati wowote.

Hatua zinazofuata#