Step-by-Step Guide: Understanding Objections, Instructions, and Maximum Tries
Step 1: What is an Objective?
Definition:
The objective is the desired outcome for a specific qualifying question or message.
Charlie AI doesn’t just engage in question-and-answer sessions; it aims to accomplish specific goals (objectives) for each interaction.
Setting an Objective:
For each qualifying question, define the objective you want Charlie to achieve.
Example:
In a health program (e.g., SuperMom Transformation), a question could be: "What diets or programs have you tried so far?"
Objective: Determine what diets or programs the user has already tried.
Another example:
"Are you open to scheduling a call in the next few days to chat?"
Objective: Find out if the user is open to scheduling a call.
How Objectives Work:
Charlie uses this objective-based system to move conversations forward. He doesn’t just ask questions for the sake of it—he aims to gather the necessary information or make progress in the conversation.
Step 2: Example Questions
Example:
Example questions provide a template of what Charlie might ask a lead.
These examples help define the nature of the conversation, like how Charlie asks qualifying questions.
For example, "On a scale of 1 to 10, how committed are you to achieving your fitness goals?" might be a question aimed at understanding the lead’s readiness to engage.
Step 3: What are Instructions?
Definition:
Instructions are specific guidelines you give to Charlie about how to handle certain responses or scenarios.
These are tailored directions that control how Charlie reacts to different user inputs.
Example of Instructions:
For example, if the lead is asked: "On a scale of 1 to 10, how committed are you to your goals?" and they respond with a number less than 8, you might want Charlie to respond with encouragement or probing questions to understand their hesitation.
Instruction: If the user says less than 8, respond with: "What’s holding you back from being more committed?"
Another instruction could be more general, such as: "Only use the lead’s first name in the introduction message."
Instruction: It is forbidden to use the user’s first name after the intro message.
When to Add Instructions:
You don’t need to add instructions immediately. Let Charlie collect data from interactions, and if you notice patterns that require fine-tuning (like repetitive behavior or responses), you can add instructions later to improve the process.
Step 4: Maximum Tries (Max Tries)
Definition:
Max tries refer to how many times Charlie will attempt to ask a particular question to achieve the objective before moving on to the next part of the conversation.
Default Settings:
By default, Max tries are set to 2. This means Charlie will ask a question twice before moving forward, especially if the lead is not providing a clear answer.
When to Increase Max Tries:
If the question is critical to the conversation (e.g., in a legal or consulting setting), you might increase the max tries to 3 or 4 to ensure Charlie gets the necessary information.
Example: If you need to know a lead’s eligibility for a program or service, and it’s vital to the next steps, you may increase the max tries so Charlie asks the question more persistently.
When to Leave Max Tries at 2:
For most conversations, leaving max tries at 2 is enough. If the lead doesn’t answer after two attempts, Charlie moves on to avoid frustrating the lead with repeated questions.
Step 5: Summary of Key Concepts
Objective: The specific goal for each qualifying question or message.
Example: Sample questions or scripts that Charlie can use when interacting with leads.
Instructions: Detailed guidelines on how Charlie should respond in certain situations.
Max Tries: The number of times Charlie will ask a question to achieve the objective before moving on.