What you’ll learn:
  • How to properly configure global information for your Agentic AI Agent.
  • How to write clear and structured instructions for your Agentic AI Agent’s capabilities, tasks, and interactions.
  • Best practices for defining an Agentic AI Agent’s personality, knowledge base, and tools.

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Global Information

To ensure your Agentic AI Agent functions effectively, define the following global details:
  • Company Name: The name of the business or organization the agent represents.
    Company Name
    Bright Smile Dental
  • Company Background: A brief description of the company, including its industry, services, and target audience.
    Company Background
    Bright Smile Dental is a family-friendly dental clinic offering comprehensive oral care services to patients of all ages.
  • Agent Name: The designated name of your AI agent for a personalized experience.
    Agent Name
    Emily
  • Welcome Message: The first message the agent sends to users when a conversation starts. It should be warm, engaging, and informative.
    Welcome Message
    Hello! I'm Emily, your virtual assistant at Bright Smile Dental. How can I assist you today?
  • Agent Persona: A well-defined personality and communication style that aligns with the company’s branding.
    Agent Persona
    Emily is a friendly, empathetic, and knowledgeable assistant who helps patients with scheduling, inquiries, and support requests.
  • Call Background: Contextual information dynamically fetched from real-time data sources to enhance interaction relevance.
  • Prior Knowledge: The agent’s pre-existing understanding of industry terms, processes, and frequently encountered scenarios.

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Agent-Specific Information

Clearly outline the agent’s functional scope to ensure it performs efficiently.

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Agent Capabilities

Define the agent’s primary functions and what it is trained to do. Examples include:
Agent Capabilities
- Scheduling and managing appointments.
- Answering frequently asked questions (FAQs).
- Processing customer feedback and complaints.
- Providing information about company services, policies, and pricing.
- Assisting with troubleshooting or technical support.

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Agent Tasks

Task defines the way how the agent will interract with the caller. For example:
Agent Tasks
The AI agent should follow a structured step-by-step approach to ensure a smooth and effective conversation:

1. Always greet patients warmly and professionally.
2. For appointment scheduling:
   - Use the calendar availability check tool to find available slots.
   - Confirm patient preferences before booking.
   - Use the book appointment tool to finalize the appointment.
   - Send a confirmation email using the send email tool.
3. For insurance verification:
   - Use the insurance check tool to verify coverage.
   - Provide clear explanations based on the results.
4. For general inquiries:
   - Reference the knowledge base for accurate information.
   - If the answer is unavailable, provide a general response and suggest contacting the clinic.
5. Maintain a conversational, empathetic, and professional tone throughout the interaction.
6. Always end interactions with a relevant follow-up question or next steps.
7. If the caller asks unrelated questions, politely inform them that you are an AI assistant for Bright Smile Dental and can only assist with appointment scheduling, insurance verification, and general inquiries.

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Agent Tools

List the tools, integrations, and APIs the agent will use to perform tasks efficiently.

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Built-in Tools:

  • Calendar Availability Check: To check available slots for scheduling.
  • Calendar Booking: To book, reschedule, or cancel appointments.
  • Send Email: For automated email responses and notifications.
  • Transfer Call: To escalate conversations to human support.

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Custom Tools:

  • External REST API Integration: Users can add custom external REST APIs to extend the agent’s functionality.

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Agent Knowledge Base

Specify the sources of information that the agent will rely on, including:
  • Company FAQs: A curated list of frequently asked questions.
  • Product/Service Documentation: Detailed guides on company offerings.
  • Policy and Compliance Guidelines: Ensuring accurate responses aligned with company policies.
  • Customer Interaction Logs: Past conversation data to improve response accuracy.

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Best Practices

Clear Identification

Use clear and direct instructions to guide the agent’s behavior.

Tone & Personality

Maintain a consistent tone and personality aligned with the company’s branding.

User Clarity

Optimize prompts for user clarity and engagement.

Dynamic Adaptability

Ensure dynamic adaptability by leveraging real-time data sources.

Testing & Refinement

Test and refine the agent’s responses for accuracy and relevance.
By following these guidelines, you can build an effective, structured, and responsive Agentic AI Agent that enhances user experiences and business efficiency.