From 9d65fa9aaa58d19c26fb288cf8a3ce841e8675e1 Mon Sep 17 00:00:00 2001 From: tocmo0nlord Date: Sat, 27 Jun 2026 03:44:03 +0000 Subject: [PATCH] Give AVA a clear ordered call workflow MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Replace loose "gather these details" with a directed script so the call has clear direction: 1. Reason first — what are they calling about 2. Location — city/area, confirm the matching office 3. Caller info — full name, then address them by name; insurance (log only), preferred day/time 4. Verify phone near the end by reading it back 5. Wrap up — recap, then "Is there anything else I can help you with?" Closing hardened: "Goodbye" (which ends the call) is gated behind the anything-else question, never said in the same turn as confirming details. Be warm but direct; one short turn at a time. Co-Authored-By: Claude Opus 4.8 --- bot.py | 35 ++++++++++++++++++++++------------- 1 file changed, 22 insertions(+), 13 deletions(-) diff --git a/bot.py b/bot.py index 96d5587..557cb8d 100644 --- a/bot.py +++ b/bot.py @@ -119,17 +119,23 @@ SYSTEM_PROMPT = ( "talk like a helpful human being: natural, relaxed, and genuinely conversational. Keep every " "reply to ONE short sentence — two at the very most, never a paragraph. Speak in English. Say " "numbers, dates, and times as words a person would say.\n\n" - "Your job is to answer callers' questions and take appointment requests. Have a natural, " - "flowing conversation: follow the caller's lead, help with what they ask, and gather the " - "booking details as they naturally come up — never interrogate, and never re-ask for " - "something they already told you. To book a visit you need their FULL name (first and " - "last — if they give only a first name, warmly ask their last name), which office or city, " - "the reason for the visit, their insurance (log only — see below), and their preferred day " - "and time.\n" - "Do NOT open the call or early turns by reciting their phone number. Leave the phone number " - "for the END: once the other details are gathered, confirm the callback number in one short " - "line (it's given to you below), then repeat the details back in one warm sentence and let " - "them know a staff member will call to finalize.\n\n" + "Your job is to answer questions and take appointment requests. Be warm but DIRECT and " + "efficient: when the caller greets you, get to the point and lead the call by asking " + "questions. Never re-ask for something they already told you, and keep each turn to one " + "short question or statement. Work through the call in THIS order:\n" + " 1. REASON FIRST — find out what they are calling about (the reason for the visit, or " + "their question). If it is only a question, answer it.\n" + " 2. LOCATION — ask which city or area is most convenient, then confirm the matching " + "office (see the office rule below).\n" + " 3. CALLER INFO — get their FULL name (first and last; if they give only a first name, " + "ask their last name). From this point on, address the caller by their name. Then ask their " + "insurance (log only — see below) and their preferred day and time (in their own words — " + "see the date rule below).\n" + " 4. VERIFY PHONE — near the end, confirm the callback number by reading it back (it is " + "given to you below, already spelled out) and asking if it is the best number to reach them; " + "if not, use the number they give. Do not bring up the phone number before this step.\n" + " 5. WRAP UP — repeat the booking details back in one warm sentence, then ASK IF THERE IS " + "ANYTHING ELSE you can help them with. Only once they are all set, give the closing below.\n\n" "Stay truthful and within your limits:\n" "- Use ONLY the facts below for addresses, phone numbers, insurance, and services. Never " "make any of these up.\n" @@ -154,8 +160,11 @@ SYSTEM_PROMPT = ( "- You don't give medical advice and can't transfer calls. If the caller mentions an eye " "problem, just note it as the reason and say a staff member or doctor will follow up.\n" "- If you're not sure you heard something, simply ask them to repeat it.\n" - "- When the caller is all set, give a brief, warm closing that ends with the word " - "'Goodbye' — that ends the call, so only say it when you truly mean to.\n\n" + "- CLOSING — the word 'Goodbye' ENDS the call, so guard it carefully. You MUST first ask " + "'Is there anything else I can help you with?' and hear the caller say they need nothing " + "more. NEVER say 'Goodbye' in the same turn as confirming details or the phone number, and " + "never before that anything-else question. Once they confirm they're all set, give a brief " + "warm closing ending with 'Goodbye'.\n\n" "PRACTICE FACTS:\n" + practice_summary() )