Learn about giving the Retorio AI the best possible information to create lifelike interactions with meaningful outcome for your learners.
Format of the input
You can work with bullet points or a text for the scenario description. However, formulated text is always more suitable for language models. It is important that the two dialogue partners are addressed with the roles they play (e.g. agent and customer). The user of the training program can also be described as a "learner".
Contents
Situation description:
In principle, the "Scenario Description" should be used to describe the situation. I.e. Where, when, how does the conversation take place? Who is the dialogue partner, e.g. what state is he in?
Good Example: "The customer is angry because the online customer service did not meet her expectations."
Aim of the training:
It is also possible to provide information related to the objective of the training. This should always be described in the third person from the point of view of the learner.
Good Example: "The learner/intermediary should learn how to keep calm in stressful situations and how to deal with angry customers."
It is best to separate this section from the of the situation description!
Example:
Situation description:
"The scenario takes place in the customer's home, where the learner (agent) is advising a potential B2C customer on home insurance. The customer does not yet have any contracts with the learner. The customer is young, insecure and unfamiliar with insurance. She has now inherited a house and needs to insure it. She is interested in getting advice and guidance. The customer is interested in buying a new product but has some concerns."
Aim of the training:
"The objective of the scenario is to demonstrate the features of the product in an effective, logical and understandable way, highlight its benefits, address the customer's concerns and successfully close the sale. The customer is friendly and open-minded. The agent's statements must be comprehensible to the customer, as she has no specialised knowledge. If the customer does not understand the statements, she asks critical questions. The agent should praise, show appreciation and deal with the customer's objections. "
The last sentence here is critical, as you should avoid anticipating instructions (Do's) in the training description:
- Describe where, when and how the dialogue takes place.
- Address dialogue partners with their role, e.g. "learner (facilitator)".
- Separate the goal from the description of the situation.
- Avoid instructions (Do's & Don'ts) in the training description.
Patterns of success : How to describe behaviour so that the AI understands?
Complexity:
- The simpler instructions (Do's & Don'ts) are formulated, the better the AI can understand them.
- The longer, abstract or more complex instructions become, the more difficult it is for the AI.
- Always describe Do's and Don'ts in the 3rd person Example: "The learner should greet the customer in a friendly manner".
- In principle, you can also use a guideline:
If it is already difficult for humans to judge a situation, the AI will feel the same way.
Example:
"The agent should greet the customer in a friendly, but not overly friendly manner."
→ It is important to remember that there can be no perfect judgement here, because every person will answer this subjectively differently, and of course it also depends very much on the context. In this respect, it will ultimately be possible to argue about the assessment of the AI.
Content:
- Do not give contradictory instructions:
"The learner should offer the customer a coffee but not a drink." - Messaging feedback is only text-based, i.e. the following instructions are not possible:
"The learner should greet the customer with a smile on their face." - The AI cannot put itself in the mind of the dialogue partner (e.g. customer):
"The agent should convince the customer that the insurance package is ideally tailored to their needs."
AND combinations:
Example:
"The learner should greet the customer in a friendly manner AND thank them for the appointment."
The AI should recognize this simple combination, but splitting the instructions into two helps the AI:
a) "The learner should greet the customer in a friendly manner."
b) "The learner should thank the customer for the appointment."
OR combinations
Example:
"The learner should inquire about the customer's wishes or ask the customer how they are."
With simple combinations, the AI will probably understand you. Nevertheless, it is important to describe the instruction as simply as possible:
"Ask what he wants OR ask how he's doing."
Limit yourself to a maximum of one OR instruction!
Word exchange
We are still investigating this. Theoretically, it is possible, but try it out for yourself and see if it works with your words. It's best to write it in the following form:
Don't-Statement: "The learner should not use any of the following terms: 'value 1914', 'underinsurance', 'rabbit', 'bread roll.'"