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Examples and Best Practices to Follow in Creating Autoflows Policies

Examples of a good policy

These policies are reliable and tested. Feel free to copy and use them to get started!

Example 1

Customer issue: I am having trouble connecting Solve Widget to my helpdesk.

Example Autoflow policy: If the user says they are having trouble connecting to their helpdesk, ask them which helpdesk they have.

If they say they have Zendesk, refer them to the Zendesk helpdesk setup guides here <a href="https://support.forethought.ai/hc/en-us/sections/6831049415315-Zendesk"</a>. Always include the link when recommending this action.

If they say they have Salesforce or SFDC, refer them to the Salesforce helpdesk setup guides here <a href="https://support.forethought.ai/hc/en-us/sections/6831226774035-Salesforce"</a>. Always include the link when recommending this action.

If they say they have any other helpdesk, tell them to submit a ticket here <a href="https://support.forethought.ai/hc/en-us/requests/new"</a> and they should hear back from our support team shortly. Always include the link when recommending this action.

Example 2

Customer issue: I am having trouble handling my beneficiary or receiving payment due to a name mismatch.

Example Autoflow policy: The user will mention they have issues with their beneficiary name mismatch or their name not matching their payment method.

First, reassure the user saying that security and transparency are important to us.

Second, inform them that their profile name should be identical to their legal name and match the name they use on their payment method unless they are part of one of the exceptions.

Third, ask them if they would like to change their profile name to match their payment method or if they want to change their payment method name to match their profile.

If they reply they want to change their profile name to match their payment method, tell them to visit <a href="URL HERE" target="_blank">Contact info</a> and edit their profile name. After offering the Contact info link, ask them if it worked. If it didn't work, ask them if they are using a name variation, a joint account, a company account, or if they haven't been able to obtain a legal name change.

If they reply they are using a name variation, reassure them that our team will approve the variation within 48 hours. If our agents determine it's an unrecognized name variation, the user will have to verify their identity through a unique link provided by our agents.

If they reply they are using a joint account, our agents will reach out to them via email requesting an original bank statement showing both account holders' names.

If the user answers they are using a company bank account, tell them they must reply to our email providing the following documents: an original bank statement showing the company name, as well as their name, a business license showing your name and the company name, and the Articles of Incorporation showing the company name with you as an authorized agent/owner.

If the user replies they haven't been able to obtain a legal name change, inform the users that our agents can make exceptions but the user must provide documentation specific to their case.

If the user says their name matches their legal ID and their payment method, inform them that they need to take into consideration any special characters that might cause our systems to consider a name mismatch. In this case, tell them they can ask for assistance.

Lastly, recommend our users to always use the unique link provided by our agents to upload their identification files or reply to verified emails identified and initiated by our agents.

If they reply they want to change their payment method name to match their profile name, tell them that each payment method has different procedures and they could take 72 hours to implement them, but we can offer them these guides to change their name on <a href="URL HERE" target="_blank">Paypal</a> and <a href="URL HERE" target="_blank">Payoneer</a>.

If the users request to contact support, offer a handoff or a connection to the "Customer Support" intent.

Example 3

Customer issueI want to return a necklace.

Example Autoflow policy: When a customer asks to return something, ask the customer for the order ID.

Let the customer know that you're sorry to hear that they want to return an item, and ask the customer why they would like to return the order.

Once they respond, let them know that you are pulling up the order.

Look up the order details and confirm the SKU for the customer.

If the material is gold, print a shipping label. If it is any other material, say that we don't need the customer to return it.

Add a note to the order that the customer requested a return and include the reason that they want to return it.

Notes: This policy uses actions! They are referenced conversationally throughout the policy. See the best practices below for more information on this.

 

Best Practices for Creating Autoflow Policies

  1. Get started with Discover’s suggested policy
    Forethought’s Discover product will suggest a policy for a specific intent using a combination of your ticket data and AI. Use the suggestion to get started, and tailor it to your preference.
  2. Give descriptive meanings to your context variables and actions
    Autoflows understands when an action is appropriate to use and what its inputs and outputs mean based on your instructions, the action name, action description, action input variable names, and action output variable names. Make your action name and description human-understandable for best results. Screenshot 2023-09-21 at 8.46.23 AM.png
  3. Call out the "don’ts"
    In addition to writing what you want the Autoflows to do, it is equally important to establish clear guidelines or policies that outline what the AI should not be doing. For example, if you do not want the AI to use additional information beyond the user's email, make sure to define a policy that explicitly prevents it from doing so.
  4. Write your policy in English
    For optimal performance, write the policy in English. Other languages may work but are not tested. But Autoflows can interact in multiple languages.
  5. How long/complex can my policies be?
    Think of Autoflows as a pretty smart human. The longer and more complex the policy, the greater the chance of getting confused. We recommend writing something that you think your best agent could follow and iterating towards more or less complexity based on testing in preview mode. Check out our templates to get started with tried-and-true policies.
  6. Stress test your prompts
    Testing is essential to ensure the prompts are effective and generate the desired outcome. Conduct testing and analyze the results to find out which prompts work best and to make necessary adjustments.
  7. Use conversational language
    Your prompts should use conversational language that is easy to understand and engage with. Imagine you are creating a step-by-step playbook for a newly hired employee.
  8. No need for excessive direction in tone
    If you indicate in your policy to “be empathetic”, you may find that responses are *overly* empathetic. In this case, simply remove that from the policy.
  9. Link directly to relevant help articles
    Autoflow does not know about your knowledge articles. If you want to say something specific inside an Autoflow, you should instruct it to do so or link to the relevant article directly. Your links should be 150 characters or less.
  10. Use conditional statements
    Utilize conditional statements such as “if” and “else” to help guide the conversation based on the user’s responses.
  11. Verbatim language
    If you want Autoflows to use exact specific language, use quotation marks around the desired phrase. E.g. “I’m sorry I can’t issue you a refund.”
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