Variables

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Overview

In our system, the use of variables enhances agent performance by allowing for dynamic customization of outbound calls. These variables can be predefined within the system or created by agents themselves, providing flexibility and personalization in every interaction.

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Key features of variables include:

Dynamic Customization: Variables enable agents to insert specific details like customer names, account information, or recent interactions into their call scripts.

Enhanced Relevance: By integrating variables with CRM data, agents can ensure that each call is relevant and tailored to the recipient’s profile and history.

Adaptability: Agents can adjust variables in real-time during calls based on the flow of conversation or immediate feedback from the customer.

Consistency: Predefined variables help maintain consistency in messaging across multiple calls, ensuring a professional and unified customer experience.

Performance Insights: The system tracks how variables are used and their impact on call outcomes, providing valuable insights for optimizing future interactions

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Adding Custom Variables

In addition to predefined dynamic variables, you can create your own custom variables to further tailor prompts to your unique requirements. Here’s how you can add a custom variable:

Click on “Add New”:

Specify the name and purpose of the variable.

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Example of Using Dynamic Variables

Here’s an example of how dynamic variables can enhance a prompt:

Hello {{customerName}}, my name is {{aiName}} from {{companyName}}. How can I assist you today with {{aiRole}}?

Result: Hello David, my name is Rachel from Elemente. How can I assist you today with Agent?

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Best Practices for Using Dynamic Variables

• Personalization: Use dynamic variables to make interactions feel more personal and tailored to each customer.
• Flexibility: Adjust prompts with variables to suit different situations and needs.
• Review and Testing: Regularly check and test variables to make sure they work correctly in all scenarios.

For further details on dynamic call customization using variables, refer to the comprehensive guide on Prompt.