In this article, we’ll explore how to create more creative and challenging scenarios for your customer support agents. By adding nuanced details and specific behaviors, you can better test and train your agents’ skills.
Step-by-Step Guide
1. Accessing the Scenario Creation Menu
- Go to the Scenarios menu within Smart Role to see existing scenarios and options to create new ones.
2. Creating a New Scenario
- Select a persona from your list.
- Choose a relevant data source. For this example, we’ll use the Zalando return policy.
- Click on Add to create a new scenario.
- Enter a name for your scenario, such as “Brand Return Policy”.
3. Customizing the Prompt and Context
- Start with a basic prompt, like a customer wanting to return an item purchased online.
- Add complexity by specifying that the item was worn but not damaged.
- Adding Hidden Details:
- Include additional details that the agent needs to uncover. For instance, specify that the customer wore the item but does not disclose this information upfront.
- Context for the Agent:
- Provide context for the agent to help them understand the scenario better. This can include details about the company’s return policy and any specific conditions related to returns.
4. Submitting and Assigning the Scenario
- Once all details are entered, submit the scenario.
- The new scenario will appear in your scenario list and can be assigned to agents.
5. Viewing and Testing the Scenario
- As an agent, start the scenario to see the context and initial customer query.
- Interact with the customer (the bot) to uncover hidden details and handle the return request accurately.
Example of a Creative Scenario
- A customer asks to return an item, initially stating it’s in original packaging.
- Upon further questioning, the agent discovers the item was worn briefly but remains undamaged.
- This challenges the agent to follow up on incomplete information and verify the return conditions.
Creating detailed and challenging scenarios in Smart Role can significantly enhance the training experience for your customer support agents. By adding layers of complexity, you ensure that agents are well-prepared for real-world interactions and can handle various customer behaviors and issues efficiently.
Do you prefer video format? 📹 Here is a live demo for you ⬇️
For further assistance, please reach out to our support team.