Content Instructions define how your AI Agent processes, interprets, and communicates using your training content. These instructions act as predefined rules that guide the agent’s tone, behavior, and response style when interacting with customers.

By configuring Content Instructions, you can:

• Ensure consistent use of business-approved language.

• Control how the agent references product details.

• Define rules for handling sensitive topics.

• Customize prompts to align with your organization's voice.

Once configured, the AI Agent automatically applies these instructions during conversations.

Steps to Configure Content Instructions

1. Access the Knowledge Content Section

   • Expand the Build section of your AI Agent.

   • Click View under the Knowledge Content section.

     

2. Open Content Instructions

   • Click Configure next to Content Instructions.

   • You will be redirected to the configuration page.

3. Edit Default Instructions

   • In the Content Instructions window, click any default instruction title or prompt you want to modify.

     

   • Default Instruction Sets

     The following instruction sets are preconfigured:

     • Objective: Defines the primary purpose of the AI Agent, outlining what it should achieve during customer interactions.

     • Information Sourcing: Specifies how the AI Agent should retrieve and use information from available knowledge sources to provide accurate responses.

     • Clarifying Questions: Guides the agent on when and how to ask follow-up questions to better understand customer intent and provide relevant answers.

     • Communication Principles: Establishes rules for tone, language style, and professionalism to ensure consistent and brand-aligned communication.

     • Absolute Restrictions: Lists topics, phrases, or actions that the AI Agent must never use or perform under any circumstances.

     • Conversation Management and Tone: Provides guidelines for maintaining a smooth, engaging conversation flow while adhering to the desired tone (e.g., friendly, formal, empathetic).

     • Special Instructions and Edge Cases: Includes handling rules for unique scenarios or exceptions that fall outside standard conversation patterns.

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4. Customize Instructions

   Update details such as brand name, specific terminology, tone guidelines, or any business-specific rules.

5. Add New Instructions

   • Click + Add Instructions button.

   • Enter an Instruction Title and define your content instruction.

     

6. Save Changes

   Click Save to apply your updates.

Additional Configurations

In the Additional Configurations pane, you can define extra customizations for RAG (Retrieval-Augmented Generation) responses.

• Additional Field: Select the variable or resource that should be referenced by the system.

• Provider: Select the AI provider for processing requests.

• PII Masking Template: Select the PII Masking Template from the dropdown for masking personally identifiable information. Refer to Configure PII Masking Template in AI+ Studio for more details.

• Guardrails: Select the Guardrail from the dropdown to set boundaries to ensure compliance and prevent undesired responses. Refer to Configure Guradrails in AI+ Studio for more details.

Content Instructions provide a structured way to control how your AI Agent communicates, ensuring consistency, compliance, and alignment with your organization guidelines. By customizing default instruction sets and adding business-specific rules, you can guide the agent’s tone, behavior, and response style effectively.