Scripting

The revised guide for scripting AI agents is comprehensive and effectively structured to help users understand and implement best practices for creating robust AI scripts. Here it is polished for enhanced clarity and coherence:

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Mastering Scripting for AI Agents

Scripting is a pivotal practice that significantly influences the performance and reliability of AI agents. This guide provides essential strategies for crafting clear, concise, and actionable scripts that empower your AI agents to excel. We will continue to refine our techniques and update this guide with new insights.

Building Blocks of Effective Scripts

Organizing scripts into distinct sections enhances clarity and maintainability. Each section should focus on a specific aspect of the AI agent’s operation:

1. Objectives: Clearly define the persona, role, and specific objectives of your AI Agent. Set precise character goals and intended outcomes.

   • Example: "Ina leads a call team in the debt settlement industry, focusing on Outbound Cold Calling to drive revenue."
   • Objective: "The client MUST be making payments on the solar panel to qualify." Ensure that objectives are purposeful and concise.

2. Style: Establish stylistic guidelines to ensure consistent communication. Adjust the tone, formality, or use of humor based on the target audience.

   • Example: "Tone: Conversational with minimal corporate jargon."

3. Response Guidelines: Specify formatting preferences, limits on questions, or other structural elements for responses.

4. Tasks & Goals: Outline the agent's objectives and the steps it should take to achieve them.

Editing Your AI Agent's Script

There are no strict rules for drafting your script, but we recommend starting with a baseline script generated by our automated AI Agent Wizard. From there, tailor the script to better meet your specific requirements.

Script Syntax Guide:

• [] (Logic Brackets): Use these brackets for logical operations and conditional statements within your scripts.

  • Conditional Logic: Implement [If] [Else] conditions to manage dynamic interactions.

    [If positive response] "Welcome! How can I assist you today?"
    [Else] "Sorry to hear that! How can I help you?"
    

  • Note on Variables: Variables initialized at session start do not dynamically update. Use [save this as new_vehicle] to hold values within the session.

• ~(Exact Phrase Trigger): Use this to ensure the agent delivers specific sentences exactly as scripted, enhancing precision.

• ** (Taalk Reserved Phrases, Operators, or Magic Triggers): These are designated for specific critical actions within the Persona, such as pausing the interaction, transferring calls, or triggering text messages. Proper use of these triggers enhances the responsiveness and functionality of your AI agent. Learn more about Magic Triggers. More on the Magic Triggers

  • Pause for Feedback:
    • Trigger: “Pending Caller Feedback” * must be added to the affix and prefix of this
    • Action: This command pauses the agent until the customer responds, maintaining a natural flow in the conversation.
  • Trigger Transfers:
    • Trigger Phrase: “I will transfer the call now.”
    • Action: This phrase initiates a call transfer, seamlessly connecting the caller to another party or service.
  • Trigger Texting:
    • Trigger Phrases:
    • “I will text the link now.”
    • “I have texted you a link.”
    • “I have sent you a link.”
    • Dynamic Referencing: Include dynamic content such as {name} or {Taalk_Appointment_URL} to personalize messages.
    • Example: “Hi {name}, please use this {Taalk_Appointment_URL} to follow up on your appointment.”
    • Regulation Note: Ensure your Caller ID is registered as a 10DLC or A2P to enable texting, as per regulatory requirements. Contact us for assistance in acquiring these credentials.
  • Voicemail:
    • Dynamic Content: Personalize voicemails by incorporating {name} or any {Taalk_} fields.
    • Example: “Hi {name}, the reason for my call today is to see if you would be interested in qualifying for a solar quote. Give us a call back at xxxxxxxxxx if you are. Have a great day!”
    • Note: Leaving the voicemail field blank will prevent the Persona from leaving any voicemail after detecting the recipient’s voicemail system.

• Understanding Variables and Plugin Interaction in Scripting:

  • Context Variables vs. Prompt Variables: Prompt variables are static once the session starts. Plugins can inject dynamic content via success or failure messages.
  • Dual-Purpose Values: Plugins can return values formatted for both display and data processing, enhancing script functionality and backend operations.

This structured approach ensures your AI Agent operates effectively and adapts to the nuances of each interaction.