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 (input longer than 110k tokens, ie >10 hours of speech or 40k words in an email): 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
In the past, the LLM models used to have smaller "context" - ie the length of audio or text which we sent for analysis had to be broken into several chunks before processing, analysed in sequence and summarized.
However!
Nowadays models have no problem with long context. The chunking is only applied in these situations:
recordings longer than cca 10 hours
emails longer than 30-50k words (depends on the content, images, email structure)
texts longer than 80k-90k words
In case you are using such long inputs, 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.
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
Value YES if the Agent used the Client’s first name or last name in the conversation. Value NO otherwise.
YES, NO
string
NO
WEIGHTED_VALUE
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
Value YES if the Agent said goodbye or wished the Client a nice day. Value NO otherwise.
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
Value YES if the Client’s first name, last name and date of birth were mentioned in the conversation. Value NO otherwise.
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
Value YES if the Agent introduced themselves with their first name, last name, and company name. Value NO otherwise.
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
Value YES if the Agent asked the Client whether they had any other requests or if there was any other way they could help. Value NO otherwise.
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
Value YES if the Agent summarized the conversation and verified the contact details with the customer. Value NO otherwise.
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
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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