If/Then Statements and Agentic AI

If you are asking a series of questions to collect information but if the customer’s answer then determines the next question (an “if-then-else” prompt) this is the best practice with ZVA Agents: 

1. Turn on AIC 3.0

2. Make an instruction skill 
3. Limit “if-then-else” prompts to five scenearios using an instruction skill. If you use  six or more “if-then-else” statements in your prompt, then the experience will degrade because the context of the conversation is not best matched for one agentic conversation. 

If you have more than five “if-then-else” statements in a single prompt, use these questions to continue following best practices: 
» Why do we need these questions? 
» Can we include the intent of these questions inside of questions #1-5? 
» Will my customer be fatigued at this point and give false or incomplete answers in order to “just get it done?” 
» Have you prepared the caller before starting the “if-then-else” statements that this process take more than 5 minutes to complete? 

To configure more than five “if-then-else” prompts in a skill, you will send the end of step 5 in the instructional skill to a curated flow to complete. This will the context aligned and allow the agentic AI to complete the remainder of the process with high quality and completion. Customers will be unable to interrupt the agent until they finish the survey or “if-then-else” steps. Once the if-then-else process (like a survey) is completed in the curated flow, the customer can ask a different question and process through other instructions and tools until the conversation is resolved and the engagement is ended.