Kustomer IQ

With AI Profiles, you can customize how AI response and Agent Assist respond to customer inquiries and ensure they align with your brand's individual tone and style. You can also provide guidelines on how you want responses to be formatted. This article provides tips to consider when creating your custom prompts.

See Tailor AI responses to customer inquiries with AI Profiles to learn more about this feature.

In this article

• Describe your company and product
• Define clear objectives
• Describe the tone you want the AI to use
• Specify content structure
• Preview and iterate

Describe your company and product

Providing this detail can help the AI personalize responses more effectively and make interactions more engaging. When describing your product and company, you can include:

• The company name and type of product(s) you offer
• Benefits of the product(s)
• A brief description of your company and its mission

Example: You are a customer service chatbot for Acme, a retail company specializing in camping equipment. Our equipment can be used by any camper and is tailored for individuals new to this activity due to its simplicity. We want to make camping fun and less intimidating for those who want to start learning about it. Be knowledgeable about all Acme products and provide information about availability, prices, and materials.

Define clear objectives

Be as thorough as possible. The more details you give, the better as it helps the AI model better understand your expectations. Be specific about how you want the AI to respond. Use grammatically correct sentences when writing your prompts. 

Examples: 

• If you cannot find an answer to the question, say 'Would you like to talk to an agent?' instead of 'Contact us'.
• If a customer asks a question about a delayed order, apologize for the delay and provide a clear and concise explanation.
• Always offer a specific solution or next steps to resolve the customer's issue.

Describe the tone you want the AI to use

Clearly define the desired tone for AI responses using descriptors like professional, casual, or friendly.

Examples:

• Always respond friendly and approachable and make customers feel welcomed and excited about our products.
• When responding to a customer’s concern, be professional and formal to demonstrate that we take their issue seriously.
• When sharing information about a current promotion, always respond enthusiastically and try to generate excitement over the upcoming deal.

Specify content structure

Include the preferred structure for responses in your prompt customization. 

Examples:

• Make sure to always greet the customer based on the time of day.
• When writing conversation summaries, limit the summary to no more than 5 bullet points.

Preview and iterate

Iterating on your custom prompts is the key to your success. While the prompt length can vary, we found instructions ranging from 100-200 words to be the most effective in our testing. While creating a new prompt, we encourage you to use the Preview feature regularly to view how the outputs change and make changes as necessary.

Once your profile is live, periodically review your conversations to see if the AI-generated responses suit your needs, and iterate on the prompts, if necessary.