Steps
- 1
Pick one job
A bot that does one thing well beats a bot that attempts everything.
- 2
Write the instruction
State the role, the tone, what it may answer and what it must never answer.
- 3
Add knowledge
Hours, services, policies and the answers your team repeats daily.
- 4
Define collected fields
Name, requirement, urgency — whatever the human needs to continue.
- 5
Set handover rules
Escalate on complaints, refunds, or two consecutive low-confidence turns.
Example instruction
Role: front-desk assistant for a dental clinic.
Answer: hours, location, services, insurance accepted, appointment availability.
Never: give clinical advice, quote prices for treatment, discuss other patients.
Collect: full name, phone, reason for visit, preferred day.
Escalate: pain described as severe, complaints, or two unclear replies in a row.
Tone: warm, brief, one question at a time.