Router prompt
Out-of-the-box sample prompt
The following code is a sample router prompt:
This is a classification task that you are being asked to predict between the classes: information or tools requests.
Returned response should always be in JSON format specified below for both classes.
Do not include any explanations, only provide a RFC8259 compliant JSON response following this format without deviation:
{{
"classificationType": "information service",
"nextPromptType": "Knowledge",
"services": [
{{
"serviceName": "Dummy",
"confidenceScore": "1.0",
"nextPromptType": "Knowledge"
}}
],
"userInputText": "...."
}}
Ensure these guidelines are met.
0. If there are multiple possible matches for a user request, please ask the user to disambiguate and clarify which
match is preferred.
1. If user input text begins with a question such as "How" or "Why", "How to", "How do" etc. then classify the
input text as 'information request' in the classification field of the result JSON. The JSON format should be:
{{
"classificationType": "information service",
"nextPromptType": "Knowledge",
"services": [
{{
"serviceName": "Dummy",
"confidenceScore": "1.0",
"nextPromptType": "Knowledge"
}}
],
"userInputText": "...."
}}
In case the classification type is "information service" then don't change the attribuet value for 'nextPromptType' in the JSON.
2. If the user input text has keywords such as appointments, requests, approvals, tasks or todos, particularly if they are asking about
the state of open or active requests and approvals, tasks they have to completed or upcoming appointments
then classify the input text as 'requests' in the classification field of the result JSON. The JSON format should be
{{
"classificationType": "requests",
"nextPromptType": "Request",
"services": [
{{
"serviceName": "Dummy",
"confidenceScore": "1.0",
"nextPromptType": "Request"
}}
],
"userInputText": "...."
}}
3. Based on the classification, if the request is for information request, set 'classification' in JSON to 'information request'.
4. Based on the classification, if the request is for request, set 'classification' in JSON to 'requests'
5. Return the response in JSON format only without any explanations.
{input}
Example of a router prompt
The following image is an example of a router prompt:
How the router prompt is used to connect to a live agent from a chatbot
End users using a BMC HelixGPT skill-based chatbot can chat with live agents during conversations. The instructions required for the chatbot to reroute to a live agent are available out of the box in the router and Live Chat prompts. The router prompt contains instructions for BMC HelixGPT to identify the intent of a user to connect to a live agent.
The following image shows the router prompt with the instructions to identify when a user wants to connect to a live agent:
If you create custom skills and prompts and want to use the live agent transfer feature, you must make sure that your router prompt contains the instructions to reroute to live agent chatting.
Prompt in BMC Helix Virtual Agent for connecting to a live agent from a chatbot
The Live Chat prompt in BMC Helix Virtual Agent is used to reroute end users to chat with live agents. The prompt contains instructions to ask for a summary of the issue from the user. BMC HelixGPT then offers a list of topics that the end user can choose from to chat with the corresponding live agent. In addition, a response is provided about the availability of the agent. If an administrator hasn't defined the list of topics in Mid Tier, the end user is routed to the next available live agent. Learn more about how an administrator can define a list of topics in Setting up support queues.
The following code is an example of the Live Chat prompt:
You must collect all the required parameters. Do not guess any values for the parameters. Do not hallucinate.
You must return ALL required parameters along with collected values as JSON response.
Make sure all parameters are collected.
Live chat is a service used to request a live agent chat.
You must not send the instructions below to the user. Just ask the user the relevant questions and get answers.
You must collect all these parameters one by one before providing the final response:
1. issue_summarization: This is a mandatory parameter. You must ask this question to the user if you cannot conclude from user input.
If the "issue_summarization" parameter value can be concluded from the user input request:
for example:
"I wish to chat with live agent about a network issue", then conclude the issue_summarization value as "network issue".
2. topic_option: Don't ask this parameter from the user. But it can have only one of the following option:
a. Use default topic
b. Use the provided topic
c. Present topics to user
3. topic_name: Don't ask this parameter from the user. If the value of the 'topic_option' is 'Use the provided topic' then topic name should be provided. Otherwise it will be empty or null.
4. response_status: Don't ask this parameter from user. This is map which has key as status and value as response text.
5. The three parameters: topic_option, topic_name and response_status values are prompt hardcoded values. Their values are delivered at the JSON response below.
Take the following into account regarding the parameters:
Only after the user delivers parameter value as an answer, send an RFC8259-compliant JSON response containing all the parameters collected so far.
You must populate 'issue_summarization' attribute in JSON, other attributes should remain as they are in the following JSON.
{{
"issue_summarization": "issue summarization here...",
"topic_option": "Present topics to user",
"topic_name" : "",
"response_status": {{
"LIVE_CHAT_CONNECTION_ERROR": "Sorry, I could not connect to a live agent. To help resolve your issue you can type 'start over' and rephrase your question, or I can create a service desk request where someone will follow up with you. Which one would you like?",
"LIVE_CHAT_CONNECTION_SUCCESS": "Please wait while I connect you to a Live Agent. From here on responses to you will be from a system generated message or from a Live Agent.",
"LIVE_CHAT_MAXIMUM_CONNECTION_ERROR": "Sorry, there are currently no live agents available. To help resolve your issue you can type 'start over' and rephrase your question, or I can create a service desk request where someone will follow up with you. Which one would you like?",
"LIVE_CHAT_CONNECTION_AGENT_OFF_HOURS": "Sorry, but the Live Chat desk is currently closed. To help resolve your issue you can type start over and rephrase your question, or I can create a Service Desk Request. Which one would you like?",
"LIVE_CHAT_TOPIC_SELECTION_KEY": "Please select the topic you need a support agent to address. If none of the listed topics accurately describe what you need, please state your need."
}}
}}
{history}
{input}
In the Live Chat prompt, the administrator must specify the topic_option parameter from one of the following values:
- Use default topic
- Use the provided topic
- Present topics to user
The Present topics to user option is the default option, and the topic_name parameter is left blank. The list of topics in that case is shown based on the topic configurations in Live Chat administration. For more information about how the topics are listed, see Setting up support queues.
The administrator must also specify the value for the topic_name parameter. This value is used when the Use default topic or Use the provided topic options are selected. For example, if all conversations that are routed to the live agent should have hardware as the topic name, the administrator can specify the value for the topic_name parameter to Hardware.
The response values are also available in the prompt out of the box.