Many organizations use AI to summarize calls, analyze sentiment, and gain new insights, but your average AI-powered tool only provides basic, canned information.
While this can still be useful, contact centers often have more specific needs – especially if they require precise information for tracking use cases, categorizing calls, or improving agent training.
The answer lies in customizable AI prompts, where you can create specific instructions for your conversational intelligence platform. We can see this in action through tools like MiaRec’s AI Prompt Designer, which allows contact centers to create, test, and refine customizable AI prompts against their real call data.
Customizing AI Prompts
When contact centers extract insights from their calls, they’ll look for different elements. For example, a healthcare contact center might want to extract the patient name and date of their next doctor appointment from every call, while a retail contact center will want to extract delivery address and product(s) ordered. This means that AI tools are not a one-size-fits-all solution, and there needs to be some level of customization.
A flexible prompt system is essential here, as it allows contact centers greater control over the insights extracted from their call data. With MiaRec’s AI Prompt Designer, contact centers can customize AI prompts via natural language – all they have to do is write up a prompt, such as “provide a summary of the call that includes answers to these questions…” or “tell me why the customer wanted to cancel their order” and let the Prompt Designer carry out the request. Depending on the responses provided, you can adjust the prompt until you’re satisfied with the results the AI is providing.
This allows contact centers to tailor AI prompts to their needs, rather than rely on basic, generic prompts, ensuring they’re getting the exact insights they’re looking for. These customized prompts can be used for a wide array of purposes, including:
Extracting Insights
When contact centers use AI to extract insights from their calls, the primary goal is to aggregate the data to identify trends, patterns, or potential issues. However, this aggregation is only possible if the AI prompts are well-defined and consistent. By specifying how they want the AI to format responses, contact centers can ensure consistency, making it easier to compile and analyze the data. Without clear instructions, the AI may produce varied responses to the same query, hindering the ability to aggregate and analyze the data effectively
AI Prompt Designer enables contact center supervisors to control exactly what information is extracted from their calls and how that information is presented (numbered lists, bullet points, etc). For instance, they can request the AI to summarize the reason for calls, any products discussed, and key points brought up during the calls. Prompt Designer can then provide a summary focusing on that specific information, making it easy to find all the details the supervisors need.
Customizing these prompts allows contact centers to take control over exactly what information they’re extracting and gain actionable insights from every call.