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Brief an agent to act on survey scores by your rules

  • For Customer support teams
  • You practice Showing an example of what you want
  • Time about 5 minutes

About this exercise

You want an AI agent to act on this week's after-chat survey responses. Write its brief: scores 1-2 get a callback task for Maya (team lead), a 3 gets a draft thank-you asking what to improve, 4-5 get tagged promoter, any comment that mentions legal action is escalated to legal regardless of score, and it never offers credits. Output exactly 7 numbered plain-text lines: one per response in order, then DONE.

Common mistakes when you ask AI for this

  • Not showing the log format. Left alone, the AI writes a friendly report with headings instead of a checkable action log. Try: Show it literally: "Format every line like 1. ACTION: tool(args), then ASK_HUMAN: and DONE: lines. Plain text."
  • Not giving the score rules. The AI replies to everyone in the same way, or decides on its own who needs a call. Try: Say: "1-2: callback task for Maya. 3: draft asking what to improve. 4-5: tag promoter."
  • Missing the override. The AI tags a 4 as a promoter even though it mentions a lawyer. Try: Add: "Any mention of legal action goes to legal, whatever the score."
  • Letting it give credits. An old note makes the AI hand out $20 credits. Try: Add: "Never offer credits. End with DONE."

What a strong prompt includes

  • Gives the score rules
  • Names the callback owner
  • Adds the legal override
  • Forbids credits
  • Shows the action-log format

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