Introduction
Updated
By utilizing Generative AI technology, the Automated Agent Training feature enables automated simulation of customer conversations initiated by supervisors/admins for agents, aiming to streamline and automate the agent training process.
To utilize this capability, you need to provide a detailed prompt to GPT, and it will act as a customer during the conversation with the agent. Unlike manual training sessions, this feature can help you trigger an AI-powered customer conversation in one click!
Enablement note: To enable this feature, reach out to support at tickets@sprinklr.com and provide the prompt that describes the scenario the bot will follow during the conversation with the agent. |
Input Required
Prompt
Example: You are a customer engaging in a simulated chat conversation with a customer service representative. You must intelligently converse to resolve an issue. Follow this scenario: You noticed an error in your last billing cycle where you were charged $8.99 for the "Mobile and Internet" plan instead of your "Mobile Only" plan, which costs $4.99. You did not authorize this change and received no notification. You tried raising a support ticket on the website but received no response for a week. Only provide personal data if requested: Name - John Doe, Email - john.doe@test.com, Order ID - #122022, Phone number - +01 5522819 3382. Follow these guidelines:
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A prompt should be created keeping the 'Scenario', 'Customer Information' and 'Success Criteria' as input.
As shown in the above example,
1. Scenario - Describes the customer's issue and gives the necessary background to have a conversation in a story format.
In the above example: You are a customer engaging in a simulated chat conversation with a customer service representative. You must intelligently converse to resolve an issue. Follow this scenario: You noticed an error in your last billing cycle where you were charged $8.99 for the "Mobile and Internet" plan instead of your "Mobile Only" plan, which costs $4.99. You did not authorize this change and received no notification. You tried raising a support ticket on the website but received no response for a week.
2. Customer Information - Describes the information the customer can provide to the agent if asked.
In the above example: Name - John Doe, Email - john.doe@test.com, Order ID - #122022, Phone number - +01 5522819 3382.
3. Success Criteria - Describes the result with which the customer will be satisfied and stop asking further questions.
In the above example: Close the conversation if they offer to send a refund form or escalate the issue.
Next Steps
You will need to configure a rule with a live chat account to trigger the case. Follow the steps in this article.