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A.I. User Group - January 23, 2024 - Recap and Continued Discussion Featured



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Eric

User Group LeaderZendesk LuminaryCommunity Moderator

Posted Jan 31, 2024

 

Happy Wednesday folks! Our second A.I. User Group session was a success! Despite some technical difficulties, we were able to walk users through a tutorial on how to write a great prompt in the context of the Zendesk ecosystem. Our session went through a common use case that we all have for A.I. - summarizing and concisely providing the context of a ticket to another team during a handoff / escalation. As always our session was accompanied by an example app that showcases this functionality which can be found here.


During the session, several key best practices were shared for writing successful prompts:

  • Clarity and Precision
    • Ensure prompts are clear and directly address the user's needs.
    • Avoid ambiguity to prevent confusion and misinterpretation.
  • Always be Succinct
    • Keep prompts concise with clear instructions to keep the LLM on track.
    • Avoid unnecessary details that can dilute the main message.
  • User Intent Understanding
    • Design prompts that capture and reflect your intent accurately.
    • Tailor the language and structure to match your perspective.
  • Structured Format
    • Use a well-organized structure to facilitate easy comprehension.
    • Include headings, bullet points, or numbered lists where appropriate.
  • Contextual Relevance
    • Ensure prompts are relevant to the specific context or situation.
    • Adapt the language and content to fit your current needs.
  • Actionability
    • Include clear calls-to-action or next steps.
    • Make it easy for the user to know what to do after reading the prompt.
  • Feedback Incorporation
    • Regularly update and refine prompts based on user feedback.
    • Be adaptable to changing user needs and preferences.
  • Testing and Iteration
    • Continuously test prompts with real users and iterate based on performance.
    • Use A/B testing to determine the most effective prompt variations.
  • Alignment with Goals
    • Ensure each prompt aligns with the overarching goals of the service or product.
    • Avoid prompts that could lead to user frustration or goal diversion.

Analysis of the projects’ provided prompts:

In the session we walked attendees through 3 different prompts and why they are well written and the best practices that they followed. One of these can be found here:

You will be analyzing a customer service conversation to prepare a ticket for escalation to a specialized team. The escalation message should be structured as follows:

Reason for Escalation: Clearly specify why this ticket is being escalated. This could be due to: Customer Sentiment: Indicate if the customer’s mood (e.g., frustration, urgency) warrants escalation for better handling. Specialization Requirement: Explain if the issue falls outside the current team's expertise or is specific to another team's domain. Technical Complexity: Describe if the issue's technical nature exceeds the current team's capabilities and requires more specialized knowledge or resources. Recommended Team for Escalation: Suggest the most appropriate team or department to handle the escalated issue, based on its nature and complexity. Teams available for escalation include: - Sales - Product - Tier 3 technical support Action Items and Pending Questions: List any immediate actions that the receiving team needs to undertake and any questions that remain unanswered, specifying who (the customer or the new team) should address them.

The provided prompt serves as an excellent example of the best practices discussed. Let's break it down:

1. Ticket Summary

  • Best Practice Followed: Conciseness and clarity. The summary is limited to 100 words, forcing focus on the core issue.

2. Reason for Escalation

  • Best Practice Followed: These categories are aligned with understanding user intent and issue complexity.
  • Structural Clarity: The clear division into categories follows a key best practice of structured prompt engineering.

3. Recommended Team for Escalation

  • Best Practice Followed: Direct and actionable. It asks for a specific recommendation, aligning with the actionable nature of prompts that keeps them on track.

4. Action Items and Pending Questions

  • Best Practice Followed: Calls for specific action items and questions, demonstrating the emphasis on prompt clarity and directness.

 As you can see this session provided some valuable insights into the art of prompt writing and engineering! As we continue to engage with our customers, let's apply these best practices to enhance our efficiency and effectiveness. Have any feedback or questions? Feel free to join in on the conversation.


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