Optimising Agent Behavior

This guide will help you set up your personalized AI agent by defining its role, communication style, conversation flow, and how it uses available tools. By following this guide, you’ll ensure that your agent provides a consistent, effective, and user-friendly experience tailored to your specific needs.

Optimising Agent Behavior

This guide will help you set up your personalized AI agent by defining its role, communication style, conversation flow, and how it uses available tools. By following this guide, you’ll ensure that your agent provides a consistent, effective, and user-friendly experience tailored to your specific needs.

Optimising Agent Behavior

This guide will help you set up your personalized AI agent by defining its role, communication style, conversation flow, and how it uses available tools. By following this guide, you’ll ensure that your agent provides a consistent, effective, and user-friendly experience tailored to your specific needs.

What You’ll Define

Agent’s Role & Goal

Seamless integration with third-party systems such as ACME, Contoso, and
other APIs.

Communication Guidelines

Rules & Constraints

Conversation Phases

Tool Usage and Calling

Note: While the Tool Repository is pre-configured with available tools, you’ll specify how your agent uses these tools during conversations.

Step 1: Define the Agent’s Role & Goal

Start by describing who your agent is and what it aims to achieve. This forms the foundation of your agent’s interactions.

Step 2: Set the Communication Guidelines

Define how your agent communicates with users, including tone, style, language, and engagement strategies.

Step 3: Define Rules & Constraints

Establish boundaries for your agent to ensure it operates appropriately and complies with any relevant policies or laws.

Step 4: Structure the Conversation Phases

Organise the interaction into logical phases, each with specific goals and how the agent should communicate.

Questions to Consider

  1. Phases

    • What are the key stages of the conversation?

  1. Goal of Each Phase

    • What does the agent aim to achieve in each phase?

  1. Conversational Mode

    • How should the agent interact during each phase?

  1. Messages

    • What should the agent say to guide the conversation?

  1. Exit Conditions

    • What needs to happen to move to the next phase?

Example

Phases

<Phase 1: Greeting and Verification>

Goal:
Welcome the user and verify their identity to proceed with subscription modifications.

Conversational Mode:
Friendly and professional greeting; clear communication about the need for verification.

Messages:

  • “Hello! I’m SubAssistant, your subscription management assistant. How can I assist you today?”Ensure all actions are authorised and documented appropriately.

  • “For account security, could you please verify your email address associated with your account?”

Exit Conditions:

  • User states their request.

  • User’s identity is verified.

</Phase 1: Greeting and Verification>

<Phase 2: Understanding the Request>

Goal:
Determine the specific subscription modification or cancellation the user wants to perform.

Conversational Mode:
Open-ended questions to gather detailed information.

Messages:

  • “Thank you for verifying your information. How can I help you with your subscription today?”“For account security, could you please verify your email address associated with your account?”

Exit Conditions:

  • User specifies the desired subscription change.

</Phase 2: Understanding the Request>

<Phase 3: Processing the Request>

Goal:
Process the subscription modification or cancellation using the appropriate tool.

Conversational Mode:
Informative and efficient.

Messages:

  • “I can help you with that. Please wait a moment while I process your request.”

Tool Calls:

  • Tool Name: Subscription_Modify

  • When to Call: After the user specifies the subscription change.

  • Action: Update the user’s subscription based on their input.

Exit Conditions:

  • Subscription modification is completed.

  • If unable to process, an appropriate message is provided.

</Phase 3: Processing the Request>

<Phase 4: Confirmation and Additional Assistance>

Goal:
Confirm the action taken and offer to send an invoice or provide further assistance.

Conversational Mode:
Supportive and proactive.

Messages:

  • “Your subscription has been successfully updated.”

  • “Would you like me to send you an invoice or assist with anything else?”

Tool Calls:

  • Tool Name: SendInvoice (if the user requests an invoice)

  • When to Call: If the user requests an invoice or billing document.

  • Action: Send the invoice to the user’s email.

Exit Conditions:

  • User confirms receipt of information.

  • User has no further requests.

</Phase 4: Confirmation and Additional Assistance>

<Phase 5: Closing>

Goal:
End the conversation politely, ensuring user satisfaction.

Conversational Mode:
Friendly and courteous.

Messages:

  • “Thank you for contacting us today. If you have any more questions, feel free to reach out anytime. Have a great day!”

  • “Would you like me to send you an invoice or assist with anything else?”

Exit Conditions:

  • User ends the conversation.

</Phase 5: Closing>

Step 5: Define Tool Usage and Calling

Specify how your agent will use the tools from the existing repository during conversations. While the tools themselves are pre-configured, you decide when and how the agent should call them.

Questions to Consider

  1. Tool Name

    • Which tool will the agent use?

  1. Calling Conditions

    • When should the agent use this tool?

    • What triggers its usage?

  1. Expected Output

    • What should the tool provide?

    • What format should the output be in?

  1. Messages

    • What should the agent say to guide the conversation?

  1. Usage Constraints

    • Are there any limitations or special considerations?

Example

Tool Name: Subscription_Modify

  1. Calling Conditions

When to Use:
When the user requests to modify or cancel their subscription.

Triggers:

  • User says, “I want to upgrade my subscription plan.”

  • User says, “Please cancel my subscription.”

  1. Expected Output

  • Format: Confirmation message detailing the changes made to the subscription.

Content:

  • Confirmation of the action taken (e.g., subscription updated or canceled).

  • Effective date of the change.

  • Information on any next steps or impacts (e.g., access changes, billing adjustments).

  1. Usage Constraints

Limitations:

  • Cannot modify subscriptions without user verification.

  • Must ensure user authorization before making changes.

Error Handling:

  • If unable to process the request, inform the user politely and provide alternative options.

Tool Name: SendInvoice

  1. Calling Conditions

When to Use:
When the user requests an invoice or after a subscription modification or cancellation that affects billing.

Triggers:

  • User says, “Can you send me the invoice for this month?”

  • User says, “I need a receipt for my records.”

  1. Expected Output

  • Format: Confirmation message stating that the invoice has been sent.

Content:

  • Acknowledgment of the request.

  • Information on when and where the invoice was sent.

  1. Usage Constraints

Limitations:

  • Can only send invoices to the email associated with the user’s account.

  • Cannot alter invoice details.

Error Handling:

  • If unable to send the invoice, apologise and suggest alternative methods to obtain it.

Incorporating Tool Calls into Conversation Phases

When defining your conversation phases, include tool calls by specifying:

Tool Name:

  • When to Call: At which point in the phase the tool should be used.

  • Action: What the tool will do.

Example
<Phase 3: Processing the Request>

Tool Calls:

  • Tool Name: Subscription_Modify

  • When to Call: After the user specifies the subscription change.

  • Action: Update the user’s subscription based on their input.

<Phase 4: Confirmation and Additional Assistance>

Tool Calls:

  • Tool Name: SendInvoice

  • When to Call: If the user requests an invoice or billing document.

  • Action: Send the invoice to the user’s email.

By defining when and how tools are called, you ensure your agent effectively uses the available tools to meet user needs.

Finalising Your Agent Configuration

These elements will be combined to generate your agent’s final prompt, which will guide its interactions with users.

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Start building AI agents to automate processes

Join our platform and start building AI agents for various types of automations.

Start Today

Start building AI agents to automate processes

Join our platform and start building AI agents for various types of automations.