You can now add "background information" and "response instructions" to each question in your script. This additional information helps our AI agent better understand the context around your question and format responses in a way that suits your use case. To add background information or response instructions, simply click the ellipses menu bar on the right-hand side of a question and select the item you'd like to add.
Background information can help our AI agent communicate with the representative. Provide information about specific jargon or context that might help our agent understand a particular scenario. For example, you could say “Prior Auth” and “Certification” are the same thing, the rep might use those words for a question asking about whether or not prior authorization is required.
Response instructions help our AI agent capture information in a desired manner, particularly for edge cases. Provide instructions on how to handle scenarios when a representative may frequently not know the answer. For example, you could say "If no auth number is available, just use the rep's name and today's date" if you find that an authorization number is commonly unavailable.