{"id":"cx-ivr-menu-script-by-call-volume","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Order a phone menu by call volume with an emergency line first","free":false,"task":"Write the phone menu script for a water utility. Line 1 is the emergency notice. Then one line per option, starting \"Press 1\" and so on, ordered by call volume from highest to lowest. The billing option includes its hours. Last line: \"To hear these options again, press 9.\" Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"RIVERBEND WATER, PHONE MENU DESIGN\nCall volume last quarter: Report an outage or leak 45%. Billing questions 30%. Start or stop service 15%. Everything else (speak to an agent) 10%.\nBilling office hours: Monday to Friday, 8 AM to 5 PM.\nEmergency notice (must be first): 'If water is flooding a home or street, hang up and call 911.'\nStyle: short spoken lines, no jargon.\n\nOld menu order (by department, not volume): 1 Billing, 2 Start or stop service, 3 Everything else, 4 Outage or leak.\nExecutive comment: 'Keep billing as option 1 like before; customers know it.'","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Keeping the old order","why":"The old menu and the executive comment put billing first.","fix":"Say: \"Order by call volume, highest first.\"","checks":["r1"]},{"title":"Leaving out billing hours","why":"The AI writes the options without hours.","fix":"Say: \"The billing option includes its hours.\"","checks":["r2"]},{"title":"Missing the emergency line or the repeat line","why":"The AI starts with 'Welcome'.","fix":"Give the first and last lines.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Orders by volume","patterns":["volume","highest","press 1"]},{"label":"Gives the exact last line","patterns":["press 9","last line"]}],"hint":"A phone menu is heard once. Put safety first, order by volume, and give the repeat line.","rubricLabels":["Line 1 is the emergency notice about flooding and calling 911, and the last line is exactly \"To hear these options again, press 9.\"","The options are in call-volume order: Press 1 outage or leak, Press 2 billing, Press 3 start or stop service, Press 4 everything else or an agent","The billing line includes Monday to Friday, 8 AM to 5 PM"]}