Creating Your first Agent

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Introduction & Context

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Lesson 1: Starting from Scratch or Using a Template

• From Scratch:
  • When to Use: When you want full control and customization.
  • How:
    • Go to Manage Agents → Create Agent → Create from Scratch.
    • Name your agent, give a description for your understanding and click on Create.
• Using a Template:
  • When to Use: When you need a quick start, use templates as they include pre-written system prompts.
  • How:
    • Go to Manage Agents → Create Agent.
    • Choose a template that best fits your needs and click on Proceed. You can customize your agent later.
    • Name your agent, give a description for your understanding.
    • Link a knowledge base and click on Create.

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Lesson 2: Writing a Great System Prompt

• What It Is: A system prompt defines your agent’s role, behavior, and objectives.
• Tips for a Great System Prompt:
  • Set Clear Objectives: Provide specific details about what you want your agent to accomplish.
  • Give Context: Provide some background information about the role, audience and purpose.
  • Set Expectations: Explain the tone, style, and level of formality.
  • Include Examples: Provide scenarios to guide responses.

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Lesson 3: Setting the Model

• Greeting Message: Set the exact message your agent says at the start of the call.
• Ending Message: Define the closing statement your agent delivers before ending the call.
• Provider & Model: Choose the LLM that powers your interactions.
• Link Knowledge Base: Connect your previously created knowledge base so your agent has information to draw upon.
• Temperature: This controls creativity. A higher value means more creative (but sometimes less precise) responses, whereas a lower value means conservative responses (sticking strictly to the knowledge base).
• Max Tokens: Limits the length of user’s responses that the agent can process in one input. A token is usually 3/4 of an English word or 3-4 characters.

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Lesson 4: Customizing your Agent

• Language: Select the language(s) your agent communicates in. Choose a primary language if you’re selecting multiple languages.
• Region & Time Zone: Select the relevant Region and the Time Zone for your agent. This will set the time and will be used further (when integrations are used).
• Description: Specify the way your agent talks with the user.

• Transcriber: Select which Speech Recognition to use to listen to your users.
• TTS Settings: Select which Voice your agent should use.
• Barge: Choose whether the agent should pause mid-conversation if the user starts speaking.

• Pre-Call Variables: Define key details before the call, making conversations more personalized and efficient. Your agent starts the call with relevant details like customer name, account status, issue type, etc.
  • Add as many variables as required and specify the details:
    • Unique Identifier: Select one variable as the primary key for each call.
    • Variable: A named placeholder storing a value from a database (e.g., customer_name, policy_status).
    • Description: A short note for the LLM to understand the variable’s purpose.
  • Using Pre-Call Variables:
    • In the Greeting Message, Ending Message, and System Prompt, use double curly braces to insert variables dynamically.
    • Example: “Hi {{customer_name}}, I’m speaking from Gnani Technical Support.”
  • Example: If the agent is calling a customer regarding their insurance policy, pre-call variables like policy_status and renewal_date ensure it starts with relevant information instead of asking redundant questions.

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Lesson 5: Categorizing Call Outcomes

• Toggle the Call Dispositions feature ON and enter a default prompt that helps the LLM understand how to categorize calls.
• Click Add Disposition to create a new category. Each disposition includes:
  • Status Code: Example values: Resolved, Unresolved, Follow-Up Requested, etc
  • Prompt: Define when a call should be classified under this status.
• Once configured, the AI will automatically categorize calls based on the provided conditions and you can see the predefined disposition in Call Analytics and Agent Analytics.

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Lesson 6: Testing your Agent

• Click on Test → Chat Window → Start Testing </> to use the built-in chat interface to test responses.

• Click on Test → Web-based (Voice) → Start Testing </> to use the web-based voice test to simulate real-world scenarios.
• To share the web-based voice testing tool, go to Test → Web-based (Voice) → Generate Sharable Link. The link works for 5 minutes, perfect for giving teammates or clients quick access without login requirements.