Introduction
This guide helps Spoki clients write effective instructions, or “prompts,” for their AI. Good prompts ensure your AI understands and responds accurately to customer questions, making your customer service more efficient. Think of a prompt as a direct command to your AI assistant. Clear instructions lead to better, faster customer support.
The Basics: What is a Prompt? #
A “prompt” is the instruction you give to your AI. For Spoki, this means telling the AI how to answer customer questions.
Why Good Prompts Matter: Clear prompts guide the AI to the right answer. Vague prompts lead to vague or incorrect customer responses. The quality of the AI’s reply depends directly on your prompt’s clarity.
Main Rule: Be Clear, Specific, and Direct: AI models follow instructions literally. Avoid vague language. If the AI gives an unexpected answer, your instruction was likely unclear. A single, precise sentence can fix it. Every word in your prompt counts.
Building Blocks of a Great Prompt #
Use these components to structure your prompts for effective customer service.
Define AI’s Role & Goal: #
What it means: Tell the AI who it is (e.g., “customer support agent”) and what to achieve (e.g., “answer questions politely”)
Why it helps: Sets the AI’s tone and focus for consistent customer interactions.
Example: You are a customer service agent for Spoki. Your goal is to answer customer questions politely and accurately.
Give Clear Instructions: #
What it means: Provide step-by-step guidance. Use bullet points or numbered lists.
Why it helps: Helps the AI follow complex tasks without missing steps.
Example:
### Instructions:
1. Read the customer's message.
2. Identify the core problem.
3. Formulate a concise answer.“Think Step-by-Step” Method: #
What it means: Ask the AI to break down problems or show its reasoning.
Why it helps: Improves accuracy for complex issues and helps you see how the AI reached its answer.
Example: First, think step-by-step about possible causes for this login issue. Then, suggest troubleshooting steps.
Specify Output Format: #
What it means: Tell the AI how to structure its answer (e.g., paragraph, bulleted list, email draft).
Why it helps: Ensures the AI’s response is immediately usable for your customer communications.
Example: Output Format: Provide the answer as a short, polite paragraph.
Use Examples: #
What it means: Include clear input (customer query) and desired output (AI response) pairs.
Why it helps: Shows the AI the exact tone, style, or format you want for consistent brand voice.
Example:
### Example:
Customer Input: "My order #123 hasn't arrived yet."
Desired AI Output: "Hello! I understand you're looking for an update on your order #123. Please provide your full name and email address so I can check the status for you."Provide Context: #
What it means: Give the AI all necessary customer history, product details, or company policies.
Why it helps: Ensures the AI’s response is based on accurate, specific information, preventing “made-up” answers.
Example:
### Context:
Customer's previous message: "I'm having trouble setting up my new Spoki account."
Relevant FAQ: "To set up your Spoki account, visit our website, click 'Sign Up,' and follow the on-screen instructions."Reinforce Final Instructions: #
What it means: Repeat crucial reminders or constraints at the very end of your prompt.
Why it helps: Helps the AI prioritize key directives, especially in detailed customer interactions.
Example: Final Instruction: Ensure the response is empathetic and apologetic for any inconvenience.
Advanced Tips for Smarter Prompts #
Precision is Key, the AI follows instructions literally. If the AI behaves unexpectedly, your instruction was likely not precise enough. A single, clear sentence can correct it.
Use Delimiters for Clarity, use special formatting (like `###` for headings, “ ` “ for code/text blocks) to separate parts of your prompt. This helps the AI correctly identify and differentiate between instructions, customer messages, and context, leading to more accurate responses.
Practical Prompt Examples #
Example 1: Explaining a Product Feature
Goal: Explain a specific product feature simply to a customer.
Prompt:
You are a product information specialist. Your goal is to explain the "Guest Mode" feature of our Wi-Fi router in simple terms for a non-technical customer.
### Product Feature Information:
"Guest Mode allows you to create a separate Wi-Fi network for your guests, keeping your main network secure and private. Guests can access the internet without needing your main Wi-Fi password or seeing your connected devices. You can set a separate password and even limit their access time."
### Instructions:
1. Explain what "Guest Mode" is.
2. Describe its main benefits for the customer.
3. Use simple, everyday language.
4. Keep the explanation to a maximum of three sentences.
### Output Format:
Provide the explanation as a single, easy-to-read paragraph.Conclusion #
Mastering prompts is key to using AI effectively on Spoki. Focus on clarity, specificity, and structure. Experiment with different prompts to see what works best. With practice, your AI will become an invaluable assistant for managing customer interactions. Happy prompting!
