Just like a human Agent, your AI helpers needs guidance to help them understand how to deliver great support to your customers. Instructions tell your AI Agent how to reply to specific queries if it can't find a suitable Procedure, and AI Assist also uses Instructions to help generate draft replies in the ticket.

This help file will explain how to create high-quality instructions for your AI helpers. 

Before you start

  • To add Instructions, you’ll need an Admin or Team lead account.

01 Recap of Instructions

Even when AI helpers have access to information sources like Training Content, it is often useful to provide additional contextual guidance for some scenarios, for example, tickets that need special treatment.
That's where Instructions come in. Instructions tell your AI Agents how to respond to customers in non-standard scenarios and they can also provide additional guidance on how to reply. There are two types of Instructions:

  • Guide Instructions guide the AI to use the right approach and terminology when generating the reply.
  • Reply Instructions tell the AI Agent how to rely to tickets that need special treatment.

It's important that you create Instructions that are clear and unambiguous so that your AI Agent can follow them exactly. High-quality Instructions will empower the AI Agent to provide your customers with first class support and add real value to your business.

02 How do the AI helpers use Instructions?

AI Agents are usually set up to use Procedures together with source information like Training Content and the conversation history to auto-reply to customer's messages and perform actions like Accept Cancellation request. However, if the AI Agent can't find a Procedure that matches the Type of ticket and Extended Coverage is enabled, it will then assess if it can auto-reply with confidence using Instructions, Policies, and the conversation history.

AI Assist uses Instructions, Policies, and Training Content to help human Agents by generating draft replies in tickets, which the human Agent can then review and use if appropriate.

03 Creating Instructions for your AI Agent

To create Instructions:
1. Go to AI > Instructions. The list of existing Instructions is displayed.

Instructions page
2. Select Add Instruction and select the instruction type.
Instructions type

Creating a Guide instruction

Create instructions that explain terminology and other information needed to respond appropriately.

  1. Select Guide to open the Create a Guide instruction window:
    Create a Guide instruction
  2. Complete the fields:
    Name
    The name of the Instruction. For example, Non returnable goods.
    Instruction
    Enter the Instruction. You can use a WHEN - IF - THEN format but this is not always relevant for Guide instructions. You can also add guidance for support, for example, Never offer to phone a customer.
    Priority
    Choose Low, Medium, or High. When multiple instructions apply to the customer's ticket, the AI Agent uses the highest priority instruction.
    Add AI Agents
    Choose the AI Agents that will have access to these Instructions. If the AI Agent doesn't exist yet, you can assign the Instructions to the Agent when you create it instead.
  3. Select Create instruction

Creating a Reply instruction

Create one instruction for every scenario that will need a specific treatment by the AI helpers.
  1. Select Reply.
  2. Select the Instruction type:
  • To instruct the AI Agent to generate a reply in natural language that might vary slightly in different tickets for the same scenario, select AI Agent reply.
  • To instruct the AI Agent to generate a reply using a template that will always feature the same text in different tickets for the same scenario, select Template reply.
    Reply Instructions (AI Agent reply)
Depending on your selection, different fields will be displayed. Follow the instructions below.

AI Agent reply instruction

Complete the fields:

  • Name
    The name of the Instruction. For example, Non returnable goods.
  • Instruction
    Enter the Instruction in WHEN - IF - THEN format (see section 04 for more detail). You should specify one trigger per Instruction. You can also add guidance for tone of voice, for example, Always use a friendly informal, tone.
  • Priority
    Choose Low, Medium, or High. When multiple instructions apply to the customer's ticket, the AI Agent uses the highest priority Instruction.
  • Add AI Agents
    Choose the AI Agents that will have access to these Instructions. If the AI Agent doesn't exist yet, you can assign the Instructions to the Agent when you create it instead.

Select Create instruction. 

Template reply instruction

Reply Instructions (Template reply)
Complete the fields:

  • Name
    The name of the Instruction. For example, Non returnable goods.
  • Scenario
    Enter the Instruction in WHEN - IF - THEN format (see section 04 for more detail). You should specify one scenario per Instruction.
  • Template content
    Enter the text that should be used for this Instruction. You can use placeholders for dynamic content.
    For example: Hi [customer name] will be replaced with Hi John if the customer name in the ticket is John.
  • Priority
    Choose Low, Medium, or High. When multiple instructions apply to the customer's ticket, the AI Agent uses the highest priority instruction.
  • Add AI Agents
    Choose the AI Agents that will have access to these Instructions if they can't find an appropriate Procedure and Extend Coverage is enabled. If the AI Agent doesn't exist yet, you can assign the Instructions to the Agent when you create it instead.

Select Create instruction.

04 How to create high-quality Instructions

You'll use the WHEN - IF - THEN format to outline clearly how your AI helper should respond to specific scenarios (also known as triggers).

WHEN: This describes the trigger that your instructions apply to.
For example:
WHEN a customer asks for a refund.
Pro tip: Keep it simple.

IF: This states the specific conditions that must occur before these instructions should be used.
For example:
IF the customer has not received the order.

Pro tip: You can use multiple IFs in one instruction. For example:
IF the customer has not received the order
IF the order was placed more than 14 days ago.
The AI Agent will use the instruction if both IFs are true.

THEN: This states what the AI helper should do.
For example:
THEN
  • apologise for the delay in delivery.
  • say we have been experiencing some unusual problems with our courier.
  • inform the customer that the refund will be processed in the next 24 hours.
  • inform the customer that we will email them a complimentary gift voucher with our apologies.
Pro tip: Use bullet points or a numbered list to create simple, clear steps for your AI helper to follow.
 
  • You can also use multiple IF-THENs. For example:
    IF tracking information is available
    THEN send them the tracking number and link to the web page for that tracking number. Inform the customer what the expected delivery date is.
    IF tracking information is unavailable
    THEN inform the customer that we are getting the order ready at the moment. Give them an estimated shipping date.
  • You can also add a DON'T which outlines what not to do.
    For example:
    DON'T offer to email them more details about why their order was delayed.

Tips

  • Use multiple IFs and IF-THENs in each Instruction if you need to.
  • Avoid vague phrasing like “handle appropriately”. Say exactly what to do.
  • Be exact, e.g. if the order date was less or equal to 14 working days ago.
  • If it’s a special case/exception, use your IFs and DON'Ts to make the limits crystal clear.
  • Don't restate the whole policy, e.g. your Return Policy - instead just instruct the AI helper to provide a link to the policy for the customer, or instruct the AI helper to use the information in the policy in their response.

05 Example instructions

Use the examples below as a basis for your own AI helper Instructions. 

Can I get a refund on a faulty or unexpected item?

WHEN the customer asks for a refund because the item is faulty or not what they expected
IF the order value is under $50, sentiment is neutral or better, and the category is not medical or hazardous.
THEN offer a 50% refund and the customer can keep the item.

DON'T offer this if there are more than 3 prior complaints or more than 5 returns on the account. Instead, pass this ticket to an Agent.

How do I return an item?

WHEN the customer asks how to return an item
IF the order was placed less than 29 days ago
THEN
  • Send them the return instructions and a link to the Returns web page.
  • Explain when they can expect to be refunded.
IF the order was placed more than 28 days ago
THEN
  • Explain that the return period is 28 days and that the order was placed outside this time period, so it unfortunately cannot be returned unless it's faulty. 
  • Include a link to the policy on our website.

Where's my order?

WHEN the customer asks about their order status
IF tracking information is available
THEN
  • Send them the tracking Number and link to the web page for that tracking number.
  • Inform the customer what the expected delivery date is.
IF tracking information is unavailable
THEN
  • Inform the customer that we are getting the order ready at the moment.
  • Give them an estimated shipping date.

Can I cancel my order?

WHEN the customer asks to cancel their order
IF the order has not been shipped,
THEN
  • Confirm that we will cancel their order.
  • Explain when they can expect to be refunded.
IF the order has been shipped,
THEN
  • Inform the customer that the order is already out for delivery and cannot be cancelled.
  • Explain that they can return the item once it arrives and give them a link to the Returns page on our website.
Further reading 

To learn more about eDesk's AI helpers, see here. 
To learn how to create Policies for your AI helpers, see here.