19.1.1. Setting up Prompts

Please note: this requires version 1.314 or greater for the Natterbox app.

Introduction to Prompts ✨

You can now harness the power of AI to provide further analytical intelligence around your day to day calls by defining your own custom prompts, a prompt being a natural language task or query put to the AI.

During implementation, our team will work with you to devise the perfect prompts which will make most sense for your business.

How to Create a Prompt

Prompt configuration is managed from within the Configure Insight page within the Natterbox App, you must also ensure that your user is either a Team Leader or Admin (the user’s permission level).

Once ready in order to create a new Prompt you must :

1. Navigate to the Configure Insight page

2. Click Prompt Studio

3. Click Add new prompt

   1. 

4. Set a name under Prompt Name

5. Enter the Description of your prompt (this is not mandatory)

6. Select the Prompt Type

   1. Rating - This prompt type provides a rating out of 10 alongside a reasoning for that rating

      1. Ratings can be searched and reported on within as they operate within the 255 character restriction within Salesforce, but NOT the reasoning

   2. Free Text - This prompt type provides purely a textual response which can be used for AI Assist

      1. Free Text results cannot be searched or reported on as the field a Long Text field and goes beyond the restrictions within Salesforce for search capabilities

7. Choose whether you wish to include an explanation for the Rating by selecting Including an explanation for the prompt
   Note: this will ask the AI to provide a reason (under 1000 characters) on how it came to determine the rating it provided which will get saved in Salesforce alongside the rating and will be available from Insight Search for further interrogation

8. Enable your prompt to process new calls by selecting the option Active

9. Define your prompt within the Prompt Details box

Note: If you later change the name of your prompt you will need to ensure you amend any Salesforce reports, dashboards or Flows that involve that prompt to use the latest name, otherwise they will fail.

Defining a Prompt

You can put a task or query to the AI in natural language in order to receive insightful responses, but AI does work in weird and wonderful ways and so it’s important that your prompt is as precise and efficient as possible to ensure you receive the most accurate responses possible.

The biggest tip when it comes to building a prompt is to start small and simple, test and then refine, but for more tips see here for more on prompt engineering.

Call Rating

You can have all of your Insight enabled calls automatically rated out of 10 based on your own criteria.

This means, for example, you’re able to ask AI Call Coaching to rate calls on:

• Quality of agent greeting/farewell

• Quality of the agents questioning skills

• Sentiment of the customer

• Level of Agent Empathy

• etc

Examples

See here for prompt examples that can be implemented as-is or immediate value or adapted to meet your business needs

Prompt Results

The responses from the AI are saved back into Salesforce and are available from the Salesforce Object AI Prompt both the Rating itself and the Reasoning.

These can be seen on from Insight Search page, you just need to ensure you have those fields set to display from the Manage Columns table :

Once you’ve adjusted the AI result columns you wish to see on the search page, we recommend you save this view, which means you can readily load the way you wish to see the results every time, see here for more on how to configure a filter view.

If you click onto a prompt result which is highlighted in blue, the Reasoning will appear in a model (provided that the prompt had the toggle enabled) :

Filtering on prompts

Using the filters you’re able to quickly hone in and bring your most important calls to the top!

You can quickly filter down and display only your calls where a prompt was used by enabling the option Show only calls with AI Prompts

For Call Rating prompts you can use the filters to hone down on the results :

• Equals

• Greater Than

• Less Than

• Greater Than or Equal To

• Less Than or Equal To

• Not Equal To

For example if you wanted to see all poorly rated calls, you can simply filter on all calls with a rating less than or equal to 4 :

Limitations

Maximum amount of active prompts allowed for a Salesforce org: 50

Maximum amount of input words for a prompt: 3000 (roughly)

Call Rating Reasoning:

Maximum AI response output length: 1,000 characters

AI Assist / Free Text Results :

Maximum AI response output length: 10,500 characters

Reporting on Prompt Analysis

See here on how to report on the results

FAQs

Why can’t I access the Configure Insight page?

If you’re seeing this message from the Natterbox App when accessing the Configure Insight page :

Confirm that your user is either an Admin or a Team Leader and has an Insight license.

I don’t see Prompt Studio, how do I get access?

Please ensure you have at least version 1.308 of the Natterbox App installed.

Does the AI analysis the audio or the transcription?

The analysis is based on the textual transcription of the call rather than the audio, so tonal nuances will not be detected, but it’s worth highlighting that the AI has been known to be able to pick up and interpret contextual humor & sarcasm.

How accurate are the AI responses?

The accuracy of generative AI can vary depending on factors including the quality of the prompt as well as the accuracy of the transcription.

We recommend you follow the tips outlined here in order to design the most optimal prompt.

As with all AI engines, the platform bases its output on probability. This means that it will not get 100% of call analysis correct. However, the trade off is that the Natterbox AI engine is able to provide analysis that has not been possible before as it is now able to understand human context and intent.

What happens when I delete a prompt?

That prompt will no longer be sent to the AI to get a response for all new calls, but for all historic calls the data will still be present in Salesforce available for reporting.

Note: Once a prompt has been deleted it will be removed from the Insight Search page.

Why was my AI response cut off?

The maximum size a response can be is 1,000 characters, everything beyond that is truncated, as part of your prompt engineering you can add an additional line to ask the AI to respond in less than 1,000 characters.