Company specifications for AI agents define the guidelines and best practices that the AI must follow when interacting with customers. These rules ensure that the AI maintains a professional, consistent, and brand-aligned tone while providing accurate and ethical responses. Key aspects include using clear and respectful language, avoiding sensitive or confidential topics, adhering to legal and compliance standards, and ensuring transparency about its AI nature. Additionally, the AI should prioritize user privacy, avoid misinformation, and escalate complex issues to human support when necessary.

Company description: Briefly describe your company and what it does

Global guideline: List the overarching instructions/rules applicable to all cases. Make sure to provide it in a clear and easy to follow structure, e.g.

• Tone & Style: Establish whether the AI should be formal, friendly, or neutral, aligning with the company’s brand voice.
• Clarity & Accuracy: Responses should be clear, concise, and factually correct.
• Response Structure: Outline the key information the AI must include in its response (e.g., greeting, solution, next steps)
• Boundaries: Specify topics the AI should avoid (e.g., legal advice, personal opinions, sensitive data).
• Transparency: Clearly communicate that users are interacting with an AI.
• Privacy & Security: Ensure the AI does not share information that is labeled “internal” or is not part of their client and company profile
• ...

Handoff Conditions: Define when the AI should transfer conversations to human agent

·       When customer is angry

·       When customer asks to speak to human agent

·       ...