Smart Skills for Voice Agents

Introduction

We're excited to introduce Smart Skills for Voice Agents, a new feature designed to enhance your agent's capabilities with pre-built, intelligent behaviors. This eliminates the need for complex prompt writing, allowing you to easily configure how your agent handles languages, understands dates, and articulates numbers naturally.

Feature Highlights

• Effortless Configuration: Activate sophisticated agent behaviors with a single click, bypassing the need to write or edit lengthy prompts.
• Dynamic Language Handling: Configure your agent to either switch languages only when explicitly asked or to automatically match the caller's spoken language.
• Contextual Date Understanding: Your agent can now correctly interpret relative date references like "today," "tomorrow," and "next Monday."
• Natural Number Pronunciation: Dates and phone numbers are spoken in a more human-like manner, such as "15th August" and "double five."
• User-Friendly Interface: Simple names and clear examples make it easy for any team member to understand and utilize these new skills.

How to Use

1. Open your voice agent and navigate to the AI tab.
2. Locate the new Smart skills strip at the top of the Agent Instructions section.
3. Under Language, choose either "Switch when asked" or "Match the caller."
4. Under Speaking, turn on any of "Knows today's date," "Say dates naturally," and "Read numbers clearly."
5. Hover over a skill to view its description, click Preview to see the exact prompt additions, and then click Save Configuration.

Benefits

• Improved Agent Behavior: Achieve more sophisticated agent interactions without the complexity of writing or editing long prompts.
• Flexible Language Control: Tailor your agent's language switching behavior to best suit your customer interactions.
• Enhanced Date Comprehension: Ensure your agent accurately understands and responds to date-related queries.
• Natural Communication: Provide a more natural and pleasant auditory experience for callers with improved date and number pronunciation.
• Ease of Use: Empower all team members to enhance agent performance with intuitive, pre-defined skills.
• Non-Disruptive Implementation: All skills are off by default, ensuring no changes to existing agents until you choose to activate them.

Example Workflow

A customer calls your support line asking about an order placed "last Tuesday." With "Knows today's date" enabled, your agent accurately identifies the specific date of "last Tuesday" and retrieves the correct order information. The agent then informs the customer, "Your order from Tuesday, August 6th, is scheduled for delivery on Friday, August 9th," using "Say dates naturally" to articulate the dates clearly and conversationally.

Result

Users can now effortlessly enhance their voice agents with advanced linguistic and contextual understanding, leading to more natural, intelligent, and efficient customer interactions, all without the need for manual prompt engineering.

See Also

• Agent Instructions
• Generate with AI
• Voice Agent Language Settings
• Custom Pronunciations