Basic Training: 3 – Agent Behavior Customization : Personalizing and Optimizing Your AI Agent

Welcome to the third step in your CallFluent AI setup! This guide will help you customize your AI agent’s behavior, tone, and responses so it can best represent your business and achieve your goals.

You can watch the detailed video here:

1. Choosing the Agent Type

• In the Behavioral Customization step, start by selecting your agent type:
  • Sales Representative:
    • Most complex type.
    • Includes a script section for structured conversations.
    • Designed for pitching services and closing sales.
  • Support Agent:
    • No script section.
    • Responds and engages in the conversation based on the caller's questions and responds with technical details.
    • Uses background system prompts for more technical and detailed instructions language.
  • Lead Engagement:
    • No script section.
    • Engages in free-form conversation.
    • No background prompts; it's the AI Agent type that speaks more freely.

Tip: Choose the agent type that matches your business needs. Use Sales Representative for structured sales calls, Support Agent for help, and Lead Engagement for casual conversations.

2. Setting the Tone and Goal

• Tone: Select the tone that fits your brand and the type of calls your agent will handle.
• Goal: Clearly define the main goal of your agent (e.g., book appointments, answer FAQs, close sales).
• Background: Add details like agent name, age, and work experience. This helps the agent answer personal questions from callers.

Tip: Write these sections as if you’re training a new employee—be clear, conversational, and specific.

3. Writing Instructions and Rules

• Instructions:
  • Add all important information about your business, services, FAQs, and pricing.
  • Include behavioral rules (e.g., “Offer to schedule a free evaluation,” “Handle objections by acknowledging concerns”).
  • Reinforce or restrict behaviors (e.g., “Do not mention the caller’s name during the conversation”).

Tip: Regularly update instructions based on real call analysis to improve your agent’s performance and avoid unwanted responses.

4. Using and Saving Templates

• Templates:
  • Save your best practice scripts and instructions as templates.
  • Click New Template to create one, or select an existing template to copy and use for new agents.

Tip: Templates help you quickly create consistent, high-quality agents for different roles or teams.

5. How Instructions and Scripts Work Together

• For Sales Representatives, the agent follows the script step by step.
• If a caller asks something outside the script, the agent uses the instructions or his Knowledge Base information to answer.
• If the answer isn’t in the instructions or in the Knowledge Base, the agent uses OpenAI  knowledge  to generate a response based on its background.

Tip: After reviewing calls, add or adjust rules in the instructions to fine-tune your agent’s behavior.

6. Personalizing with Placeholders

• Use placeholders to insert dynamic information (like the caller’s name or your business name) into the script.
• Click on the Placeholders button to see available options and insert them where needed.
• Example: “Hello, [Name]. Thank you for calling Best Business, this is Matt speaking”

Tip: Placeholders make your agent’s responses feel more personal and professional.

7. Finalizing and Deploying Your Agent

• After setting all fields, click Submit to finish.

Summary

By following these steps, you can fully customize your CallFluent AI agent’s behavior, tone, and responses. Use clear instructions, templates, and placeholders to create a professional, effective agent that meets your business needs. For more advanced deployment options, continue to the next guide.