1. System Prompt vs. Initial Message
What is a System Prompt?
The System Prompt contains overall instructions and context that guide your AI assistant’s behavior throughout the entire conversation. It defines:- The assistant’s role and personality
- How to handle different scenarios
- What information to collect
- When to transfer or end calls
“You are the Support Bot for TechMasters Inc. Greet politely, ask for a name, handle basic troubleshooting, and transfer the call if the issue is complex.”
What is an Initial Message?
The Initial Message is the very first thing the AI says when answering a call. It’s especially important for inbound calls as it sets the tone and expectations. Example Initial Message:“Thank you for calling TechMasters! How can I assist you today?”
The Initial Message is separate from the System Prompt. The System Prompt guides behavior, while the Initial Message is the actual greeting callers hear.
2. How to Write Clear and Effective Prompts
Be Specific About Purpose and Tone
Clearly outline the main purpose, desired tone, and step-by-step process you want the AI to follow. Avoid vague instructions. Good Example:“You are a friendly customer service representative for XYZ Company. When a caller mentions a billing question, ask for their invoice number (format: INV-XXXXX), then look up their account status.”Bad Example:
“Help customers with questions.”
Use Concrete Examples
Show sample dialogues and specific scenarios to guide the AI’s responses. Example:“If the user says they have a billing question, ask them for their invoice number. If they say ‘I don’t have it,’ politely ask for their email address or phone number on file instead.”
Structure Your Prompt with Clear Sections
Organize your prompt with headings or numbered steps to make it easier for the AI to follow:- Role Definition: Who is the assistant?
- Tone Guidelines: How should they speak?
- Common Scenarios: What situations will they handle?
- Data Collection: What information do you need?
- Escalation Rules: When to transfer or end calls?
3. How to Handle Unknown or Off-Topic Questions
When callers ask about topics not covered in your prompt, the AI needs clear instructions on how to respond.Option 1: Default Response with Transfer
Provide a polite default response and offer to transfer: Prompt Example:“If a caller asks about something you don’t know, say: ‘I’m not sure about that specific question. Let me transfer you to a specialist who can help.’ Then use the transfer tool.”
Option 2: Gather More Information
Ask follow-up questions to better understand the request: Prompt Example:“If a caller asks about something unclear, ask: ‘Could you provide a bit more detail so I can help you better?’ Then try to route them based on their response.”
Option 3: Reference Knowledge Base
If you have a knowledge base configured, instruct the AI to search it: Prompt Example:“For questions you’re unsure about, first check the knowledge base. If no relevant information is found, politely transfer the caller to a human agent.”
4. How Long Should Your Prompt Be?
Optimal Prompt Length
- Short prompts (50-200 words): Work best for simple use cases with clear, direct instructions
- Medium prompts (200-500 words): Good for handling multiple scenarios with structured guidelines
- Long prompts (500+ words): May slow down responses and increase “hallucination” risk
When to Use a Knowledge Base Instead
If you have extensive information to share (product catalogs, detailed FAQs, company policies), use a Knowledge Base instead of putting everything in the system prompt:- Knowledge bases are searchable and context-aware
- They don’t slow down the AI’s response time
- They can be updated without changing the prompt
- They handle large amounts of information more efficiently
Best Practices for Prompt Length
- Start Short: Begin with a concise prompt and add details only as needed
- Use Structure: Break long prompts into clear sections with headings
- Test Performance: Monitor call latency - if responses slow down, consider moving content to a knowledge base
- Review Regularly: Remove unnecessary instructions that don’t improve outcomes
5. Testing and Improving Your Prompts
Review Call Transcripts Regularly
Periodically review call transcripts to identify:- Questions the AI couldn’t answer
- Responses that don’t match your brand voice
- Scenarios where the AI got confused
- Opportunities to add or remove instructions
Iterative Improvement Process
- Deploy your initial prompt
- Monitor call transcripts and analytics
- Identify patterns in failures or misunderstandings
- Refine your prompt with specific examples
- Test changes with a few calls before full rollout
Common Prompt Issues and Solutions
| Issue | Solution |
|---|---|
| AI gives generic responses | Add specific examples and scenarios |
| AI doesn’t collect required data | Explicitly list what information to gather |
| AI transfers too early/late | Define clear escalation criteria |
| AI sounds robotic | Adjust tone instructions and add personality |
| AI hallucinates information | Add instructions to say “I don’t know” when uncertain |
Next Steps
- Learn about Knowledge Bases for handling extensive information
- Explore Interruption Handling for natural conversations
- Check System Prompt Best Practices for advanced techniques