Prompts

This module is for creating and managing Prompts. They pair parameters into wholes that are then used for processing audio (transcriptions) and text inputs.

Configuration

On-screen elements:

  • Details:

    • Name: input field of the prompt

    • Language: drop-down field for processing the prompt

    • Prompt state: dropdown field for changing the state to one of these: "Enabled", "Disabled for all" (completely disabled), or "Disabled for rerun" (disabled only for any of the following reruns) states

    • Multi-segment analysis (audio longer than 5 min): radio buttons for choosing which part of a long, multi-chunk record this prompt should read: use "Each" chunk (for sentiment analysis), only the "First" chunk (for greetings), or only the last chunk (for farewell).

Why the Multi-segment analysis setting exists

Long recordings are automatically broken into several “chunks” once they pass the five-minute mark (ca 110k tokens). The Multi-segment analysis control gives you a say in how a prompt reacts to that split: it lets you decide whether the prompt should read every chunk, just the opening segment, or only the final one What problem it solves

Different prompts care about different parts of a conversation. For example, a greeting-classification prompt only needs the first chunk, while a closing-sentiment prompt might depend on the final chunk. Without this setting, the prompt would always process every segment, making it easy to capture irrelevant snippets or miss the part you actually care about. The radio buttons keep the model focused on the most meaningful chunk for that prompt, so you get consistent, on-target results even when the audio had to be split behind the scenes.

  • Parameters:

    • Predefined parameter group: input field for selecting already predefined hardcoded parameter groups. Once any of them is selected, its predefined, hardcoded parameters are then listed in the "Parameters" field below.

    • Parameters: input field for selection of parameters (custom-made or predefined)

Predefined (hardcoded) parameters list and their description

addressing

Hodnota YES pokud Agent použil v konverzaci Klientovo jméno nebo příjmení. Hondota NO v opačném případě.

YES, NO

string

NO

WEIGHTED_VALUE

audio_demo_connector

Mapped from flow: cfg-a4824236e8152486a4bfd00f502-83407b1888005f5fea2aa9023e5f673d

string

FIRST

benefit

Did the agent mention the product benefit?

YES, NO

string

N/A

FIRST

call_script_summarization

Agent summarized Client's request to check if he understood correctly

NO, YES

string

NOT_FOUND

WEIGHTED_VALUE

call_script_telco_offering_accepted

Client accepted mobile phone service, package or tariff that Agent offered to him

string

NOT_FOUND

WEIGHTED_VALUE

call_script_telco_offering_value

Name of the offering, service, package or tariff that Agent offered to Client to buy, add or activate

string

NOT_FOUND

LAST

category

Most dominant topic Client wants to discuss

string

NOT_FOUND

FREQUENT

category_product

categorize a product of selling

insurance, savings, loans, investment, credit card

string

other

FIRST

client_behaviour_goodbye

Client's goodbye

Value YES if client said goodbye, else value NO

NO, YES

string

NOT_FOUND

LAST

client_behaviour_thanks

Client's client_behaviour_thanks

Value YES if client thanked for help, else value NO

NO, YES

string

NOT_FOUND

LAST

cross_sell

Value YES, if the Agent tried to sell more than just 1 product, or tried to cross sell, upsell another product. Value NO otherwise.

YES, NO

string

NO

FIRST

empathetic

Value YES if the Advisor responds empathetically to the Clients concerns and questions. Value NO otherwise.

string

FIRST

extract_client_customer_contract_number

Client's customer number or customer contract number

string

NOT_FOUND

FIRST

extract_client_email

Client's email

string

NOT_FOUND

FIRST

extract_client_first_name

Client's first name

string

NOT_FOUND

FIRST

extract_client_insurance_number

Client's insurance number

string

NOT_FOUND

FIRST

extract_client_last_name

Client's surname

string

NOT_FOUND

FIRST

extract_client_phone_number

Client's phone number

string

NOT_FOUND

FIRST

extract_client_service_number

Client's service number

string

NOT_FOUND

FIRST

farewell

Hodnota YES pokud se Agent rozloučil nebo popřál pěkný den. Hodnota NO v opačném případě.

YES, NO

string

NO

WEIGHTED_VALUE

future_interest

Value YES if the Client has expressed interest in a certain banking product in a certain time frame, such as another day, later, another time, sometimes in a few weeks, months, in half a year etc. Value NO if the Client has no interest in any banking product at all and when client does not mention interest then value No interest mentioned

another day, later, another time, sometimes in a few weeks, months, in half a year, No interest

string

No interest mentioned

FIRST

future_interest_ii

Value YES if the Client has expressed interest in a certain banking product in a certain time frame, such as another day, later, another time, sometimes in a few weeks, months, in half a year etc. Value NO if the Client has no interest in any banking product at all and when client does not mention interest then value No interest mentioned

YES, NO

string

NO

FIRST

gathered_category

Choose category that fit this conversation the most

string

NOT_FOUND

FIRST

greeted

The value YES, if the agent greeted, introduced himself, said the name of the company. The value NO otherwise.

YES, NO

string

NO

FIRST

greeted_end_of_the_call

Yes , if agent greeted at the end of the call, otherwise NO

YES, NO

string

NO

FIRST

handle_it

How well did the agent handle these objections? categorize it

string

FIRST

handle_objections

Value YES if the Agent is able to handle Customers objections well. NO otherwise.

YES, NO

string

NO

FIRST

identification

Hodnota YES, pokud v konverzaci zaznělo Klientovo jméno, příjmení a datum narození. Hodnota NO v opačném případě.

YES, NO

string

NO

WEIGHTED_VALUE

ideology_ukraine

True if message supports Ukraine or is againts Russia. False if message supports Russia or is againts Ukraine. Neutral if message is neutral about this topic.

False, True, Neutral

string

Neutral

WEIGHTED_VALUE

interest

rate the clients interest about product and categorize it

High, Moderate, Low

string

No interest

FIRST

interested_when

When will the Client be interested in the selected banking product? Return exactly one of the following options that is closest to what the Client said: Days, Week, 2 weeks, A few weeks, 3 weeks, Month, A few months, 2 months, 6 months, Year.

Days, Week, 2 weeks, A few weeks, 3 weeks, Month, A few months, 2 months, 6 months, Year, Tomorrow

string

Not mentioned

FIRST

introduction

Hodnota YES pokud se Agent představil svým jménem, příjmení a jménem společnosti. Hodnota NO v opačném případě.

YES, NO

string

NO

FIRST

mifid_financial_products

Financial products that where mentioned or discussed in this Conversation by Agent of Client

string with values separated by comma

string

NOT_FOUND

CONCATENATE

mifid_financial_products_explained

If Agent explained risks or details about discussed financial products

False, True

string

FALSE

WEIGHTED_VALUE

mifid_relevant

True if conversation included any information that needs to be Mifid II regulated

False, True

string

FALSE

WEIGHTED_VALUE

obscene

All profanity, obscene words that are in the transcript. NOT_FOUND if none occur.

string

FIRST

other_help

Hodnota YES pokud se Agent zeptal Klienta, jestli má nějaké další přání nebo zda-li mu může nějak jinak pomoci. Hondota NO v opačném případě.

YES, NO

string

NO

WEIGHTED_VALUE

personalizing_offer

Value YES if the Agent tried to personalizing the offer to Clients needs/situation, rather then just presenting product as on a leaflet. Value NO otherwise.

NO, YES

string

NO

FIRST

react_to_offer

How did the customer react to the offer? categorize it

Positive, Interest, Disinterested, Disappointed, Polite, Neutral

string

Not mentioned

FIRST

recapitulation

Hodnota YES pokud Agent shrnul proběhlou konverzaci a ověřil si kontakt se zákazníkem. Hodnota NO v opačném případě.

YES, NO

string

NO

WEIGHTED_VALUE

rejection

List the main reason why the client does not want to purchase the product or service, why they are not interested.

Price Objection, Lack of Need, Competitor Preference, Budget Constraints, Lack of Understanding, Not the right time

string

Not mentioned

FIRST

rejection_reason_description

Summarize the main reason why the client does not want to purchase the product or service, why they are not interested.

string

FIRST

selling

Did the agents sell the product?

YES, NO

string

N/A

FIRST

sentiment_agent

Agent's sentiment at start of conversation

Helpful, Friendly, Unfriendly, Aggresive, Neutral, Other

string

Neutral

FREQUENT

sentiment_client_end

Client's sentiment at end of conversation

Relief, Gratitude, Frustration, Confusion, Anger, Neutral, Other

string

Neutral

LAST

sentiment_client_start

Client's sentiment at start of conversation

Relief, Gratitude, Frustration, Confusion, Anger, Neutral, Other

string

Neutral

FIRST

subcategory

Subcategory to the most dominant topic Client wants to discuss

string

NOT_FOUND

FREQUENT

subsubcategory

Subcategory to the most dominant topic Client wants to discuss

string

NOT_FOUND

FREQUENT

suggest_category

Most dominant topic Client wants to discuss

string

NOT_FOUND

FREQUENT

suggest_subcategory

Subcategory to the most dominant topic Client wants to discuss

string

NOT_FOUND

FREQUENT

summary

Summary of what was Conversation about

Maximum 20 words

string

NOT_FOUND

CONCATENATE

summary_long

Summary of what was Conversation about

Maximum 40 words

string

NOT_FOUND

CONCATENATE

summary_short

Summary of what was Conversation about

Maximum 10 words

string

NOT_FOUND

CONCATENATE

test

test

Neutrální, Frustrace, Hněv, Zmatení, Komunikace, Spokojenost, Problémy, Důvěra, Očekávání, Nedorozumění, Vděčnost, Úleva, Emoce, Podpora, Zdraví, Technologie, Cestování, Vzdělávání, Kultura, Finanční plánování, Životní styl, Děti a rodina, Práce a kariéra, Volný čas

string

N/A

FIRST

topic_dominant

Most dominant topic this Conversation was about

string

NOT_FOUND

FREQUENT

topic_first

First topic Client wants to discuss

string

NOT_FOUND

FIRST

topic_nondominant

Second most dominant topic this Conversation was about

string

NOT_FOUND

FREQUENT

  • Previous parameter: input field. If any parameter is selected, then its outcome is used as an input for this prompt. Example: summary of the audio record (prompt_summary)

You can only select parameters that are used by other prompts. Thus, the naming convention is in this format: <prompt>_<parameter>.

  • Instructions: input field for additional prompt specifics. E.g., output file type, processing specifics, structure requirement, etc. It is mainly used in some specific cases to fine-tune the output.

  • Conditions: section for specifying cases, based on values of already processed parameters, on which the current prompt should be applied:

    • Condition: dropdown field for selection of logical operators "AND" and "OR".

    • Add new condition: link displays upon clicking the following fields below. You can add multiple conditions at once.

      • Parameter: dropdown field for selection of parameters from other prompts in the format <prompt>_<parameter>

      • Value: input field displaying values based on the selected parameter

  • Temperature: input field for changing the creativity of the model output. Lower values (closer to 0) make output more deterministic, focused, and consistent (sometimes called “stricter”). Higher values (such as 0.7 or 1) increase creativity and diversity, making the model more exploratory in its responses.

  • ⚙️ Provider:

    • Create provider: button for opening a form for the selection of LLMs that will be used for processing

      • Provider: dropdown menu with options representing LLM providers (Azure OpenAI, Anthropic, Gemini, Groq, or OpenAI)

      • API Key: input field

      • Model name: input field

      • API base: input field for entering URL

      • API version: inout field for

    • Remove: button

  • Create: button for creating the prompt with the latest configuration

Tip: Use the predefined parameters for inspiration, but add little details for your individual use-case. (Ie exact call script for your agents to introduce to customers, like: The value YES, if the agent greeted, introduced himself and asked "How can I help you?". The value NO otherwise.

vs. the default:

The value YES, if the agent greeted, introduced himself, said the name of the company. The value NO otherwise.

Management

  • The order of prompts defines their running order.

On-screen elements:

  • Upper part:

    • Search prompts: bar for searching parameters based on their name

    • + Create: button for creating a new prompt

    • Select: button for selecting multiple parameters in their list at once, and then for the following actions:

      • Prompt state: dropdown field for changing the state to one of these: "Enabled", "Disabled for all" (completely disabled), or "Disabled for rerun" (disabled only for any of the following reruns) states

      • Delete: button for deleting the selected prompt(s)

  • List of prompts: (Elements are listed from the left)

    • Name: of the prompt

    • Pencil: icon button for editing the prompt

    • Command line: icon indicating the prompt state

    • Language: used for processing the prompt

    • Prompt provider type: displaying either "Default provider" or any other, as per the provider configuration

    • Parameters preview: displaying a preview of the parameters used by the prompt, upon hovering over them, their definition is displayed

  • Floating buttons:

    • Export: for exporting all prompts in a JSON-formatted file

    • Import: for importing prompts in a JSON-formatted file

    • Save: for saving prompt changes

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