From 667cf8720243c6f8733b42f89232e1d172049ad2 Mon Sep 17 00:00:00 2001 From: tocmo0nlord Date: Sat, 27 Jun 2026 03:44:31 +0000 Subject: [PATCH] Docs: add Call Workflow section (ordered call script) MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Document AVA's directed call script — reason first, location, caller info (address by name), verify phone by readback near the end, wrap up with "anything else?" — and the gated closing (Goodbye only after the anything-else question). Note the 8B reliability ceiling on step ordering. Co-Authored-By: Claude Opus 4.8 --- CLAUDE.md | 22 ++++++++++++++++++++++ 1 file changed, 22 insertions(+) diff --git a/CLAUDE.md b/CLAUDE.md index e68d9eb..c44f067 100644 --- a/CLAUDE.md +++ b/CLAUDE.md @@ -241,6 +241,28 @@ AB_MODEL_B= --- +## Call Workflow + +AVA runs a directed script (system prompt in `bot.py`) — warm but direct, one short turn at a +time, leading the call rather than waiting on the caller. Fixed order: + +1. **Reason first** — find out what they're calling about (visit reason, or just a question → answer it). +2. **Location** — ask city/area, confirm the matching office (don't offer others — see office rule). +3. **Caller info** — full name (ask last name if only a first is given), then **address the caller + by name** from there on; insurance (log only); preferred day/time in their words. +4. **Verify phone** — near the end, read the caller-ID back digit-by-digit and ask if it's best; + if not, use the number they give. Never raised earlier in the call. +5. **Wrap up** — recap the booking by name, then ask **"Is there anything else I can help you + with?"** + +**Closing is gated:** the word "Goodbye" ends the call (triggers `EndCallProcessor` → hang-up), +so it is never said in the same turn as confirming details and never before the anything-else +question — only after the caller says they need nothing more. + +> Reliability: this is prompt-driven on the local 8B, so order is followed well but not +> perfectly — the phone-readback step in particular varies (sometimes reads back, sometimes +> asks for the number), and it can re-ask a last name. Same model ceiling noted elsewhere. + ## Call Data Capture What AVA collects on a booking call and how it's logged. Driven by the system prompt