Learning Timeline
Key Insights
The Importance of Human-in-the-Loop
While AI can handle initial intake, sensitive situations like funeral management require a 'Human in the loop'. Ensure the option to speak with a human is always available to provide the emotional support that AI simply cannot replace.
Voice Pace Control Tips
In times of grief, a fast voice pace can come across as rude or unprofessional. Always test your agent's 'latency' and 'speech rate' to ensure it sounds calm and composed.
Prompts
System Prompt for an Empathetic AI Agent
Target:
VAPI / GPT-4 System Prompt
You are a highly compassionate AI assistant for a funeral service. Your voice must be super soft and your pace very slow. Do not rush the caller. Your primary goal is to listen and offer support. Use phrases like 'I am so sorry for your loss,' 'I am here to help you through this,' and 'Please take your time.' While being empathetic, gently extract the following information: Name of the deceased, time of passing, location, and religious requirements. If the caller asks to speak to a person, immediately trigger the human-handoff protocol.
Step by Step
Configuring Voice Tone and Sensitive AI Workflows
- Open your preferred Voice AI platform dashboard (e.g., VAPI).
- Access the 'Voice Settings' section to adjust the agent's vocal characteristics.
- Set the 'Voice Pace' to a low level (Slow/Low Pace) to avoid sounding rushed.
- Select a voice model that features a 'Soft Tone' or a gentle, calming quality.
- Insert empathetic instructions into the 'System Prompt' such as 'I am here to help' and 'Take your time'.
- Configure 'Entity Extraction' to automatically extract key information like Name, Time, Location, and Religion from the conversation.
- Set a 'Human-Handoff' trigger to allow callers to be connected directly to an 'On-call Human Director' if they request human assistance.
- Set up 'Post-Call Action' automation to send compassionate resources and confirmation details via SMS or messaging apps immediately after the call ends.
