💡Not sure where to start? Kick things off with a ready-made template and build your AI Agent in just a few minutes!
Step 1: Define the Initial Greeting
The welcome message is the first point of contact with the user. Customize it based on the type of contact:
Unknown contacts: Set a generic greeting in the General section.
Known contacts: Use the Personalized section to create a tailored greeting, including variables like the contact’s name.
Important: Ensure the greeting in the Prompt section matches exactly with the one configured in the Greeting area.
Step 2: Create an Effective Prompt
Structure the prompt clearly and thoroughly, including the following elements:
Identity and Purpose
Define who Viktor is and what role it plays.
Example:
You are Cecilia, a voice assistant for appointment management at Rossi Pulmonology Clinic. Your main goal is to schedule, modify, and cancel medical appointments.
Voice and Personality
Set the tone and style of the interaction.
Example:
Be friendly, reassuring, and precise. Use a calm tone, speak slowly, articulate dates and times clearly, and always use formal language (“sir/madam”).
Conversation Flow
Outline the logical steps to follow:
Greeting: “Thank you for calling Rossi Clinic. This is Cecilia. How may I help you?”
Identification: “What type of appointment would you like to book? First visit, follow-up, or exam?”
Patient status: “Have you been our patient before?”
Urgency: “Is this urgent or a routine check-up?”
Data collection: “Please provide your full name, primary doctor, and phone number.”
Appointment proposal: “Availability: Monday at 10:00 or Tuesday at 11:00. Which do you prefer?”
Confirmation: “Your appointment is scheduled for Tuesday, October 10, at 11:00 AM. Do you confirm?”
Pre-visit instructions: “Please bring your health card and a list of medications. Would you like the instructions by email?”
Closing: “Thank you for booking with us. Is there anything else I can help you with?”
Response Guidelines
Provide clear instructions on how Viktor should respond:
Use simple, direct sentences.
Always confirm key details.
Ask one question at a time.
Use phonetic spelling when necessary.
Provide time estimates and durations.
Scenario Handling
Anticipate common situations and define responses:
Urgent bookings: “Please describe your symptoms. If this is an emergency, go to the ER immediately.”
Insurance: “We accept Unisalute, Allianz, etc. For details, please check with your provider.”
Rescheduling: “Which appointment would you like to change? I have availability on [date]. Do you confirm?”
Cancellation: “Your appointment on [date] has been canceled. Would you like to book another?”
Policy: “Changes must be made at least 24 hours in advance to avoid a €50 cancellation fee.”
Step 3: Configure Actions
In the Actions section, you define what Viktor can do during a conversation.
Examples:
Book an appointment: First integrate your calendar in the Integrations section, then select the action.
Extract Data: Use this to collect structured information during calls.
Step 4: Add the Knowledge Base
Although optional, the Knowledge Base is highly recommended to enhance Viktor’s capabilities.
Small datasets: Add them directly in the prompt.
Larger datasets: Upload them via the Manage Knowledge Base option.
