Prompts — allow you to create and save checklists (analysis templates) for artificial intelligence. The accuracy of AI's ability to analyze your managers' calls depends on the quality and structure of the prompt.
In a checklist, you can:
set an evaluation on a scale (for example, from 0 to 5 or from 1 to 10);
receive from AI a description of strengths and weaknesses at each stage;
extract an array of text from the conversation (for example, key phrases or manager quotes);
collect lists of words, stop-words, or triggers that were used;
record specific actions (for example, whether the manager introduced themselves, clarified needs, offered a solution).
Creating a New Prompt
1) Go to the "Prompts" section and click "New Prompts"
2) Describe your requirements in the AI prompt generator and click "Generate Prompt Structure"
AI may need some time to generate the prompt structure
3) In the "Structure" section, you can see each stage of the checklist, delete or add the necessary parameter
4) In the "Basic Settings" tab, you can specify:
Script Name
Project - The project it belongs to
Role - AI role (for example, sales or quality department manager)
Provider and Model AI (Anthropic, OpenAI, Google, Groq)
Response Language - Response language in which we will receive the analysis result, and the transcription task (translate or transcribe)
Transcription Language
Final Score — set how we want to see the calculation of the overall communication score (sum, percentage)
Max Score - set the upper limit of the final score (AI automatically sums all score fields and displays the overall result)
LVA — this is multi-level voice analysis, which is used for in-depth assessment of the interlocutor's state during a phone conversation. The technology analyzes not only words, but also intonations, pauses, voice timbre that a person cannot consciously control
Transcription Instructions (for example, complex terms, names, brand names that AI might have difficulty understanding)
CompanyDetails — this way AI will better understand your niche
Basic Instruction for AI, from which it will draw information for evaluating communications (context for analysis)
What LVA can determine:
level of stress and tension during a response;
signs of uncertainty or evasion from a direct answer;
possible reliability/risk of untruthfulness of what was said;
emotional and psychological state of the client at the time of the conversation.
5) In the "Metadata" tab, you define additional parameters for analytics.
By default, available:
Department,
Representative.
There is also an option to add your own, for example: product, contact channel, customer geography, etc.
This will allow you to group analytics in the future not only by managers or departments, but also by other criteria
AI Improve
Each prompt has an AI improvement tool.
It allows you to quickly modify the checklist without manual editing:
1) Open the editing of the ready prompt
2) Click the "AI improve" button
3) Describe what needs to be changed (for example, "add detailed criteria for identifying needs") and click "Improve Current Prompt"
AI automatically updates the structure while keeping the basic logic unchanged.