What it Takes to be Effective With Gen AI In Customer Communications – Tips for Great Prompt Engineering

Part 1 of a 3-part series on AI in CCM

The potential of generative AI to positively impact how we work and live is massive, yet early efforts with new solutions from OpenAI, Google and Microsoft reveal quality and control issues when precise guidance is absent.  This is particularly true in customer communications where careful crafting of the message is essential.  Prompt engineering is an indispensable discipline that dictates the success or failure of generative AI initiatives. The art and science of crafting precise, effective prompts is essential to steer AI towards producing high-quality, relevant output particularly when sensitive and important information is being conveyed to customers. In this era of technological advancement, mastering prompt engineering isn’t just advantageous, it’s a critical imperative.

Prompt engineering is akin to learning a new language, one that allows you to guide AI more effectively. By refining the way we ask questions or present scenarios to the AI tool, we gain better control over its responses. Embracing prompt engineering can be a game changer in leveraging AI technology, transforming it from a tool that merely responds to one that truly understands and assists in achieving desired goals.

Building on the concept of prompt engineering, let’s explore the principles of effective prompt design for generative AI:

1) Clarity and Specificity

The cornerstone of effective prompt design lies in using clear and specific language. For instance, a vague and ineffective prompt could be, “Create a customer communication,” which lacks detail and direction. A more effective prompt would be, “Draft a personalized email for customers age 30-40 about the tax credits applicable to retirement savings available in 2024, highlighting benefits and eligibility details.” This precise prompt ensures that AI’s output is directly aligned with the specific communication needs of a financial services provider, targeting a particular customer segment with relevant information.

2) Contextual Awareness

Grasping the context surrounding a prompt is essential, particularly in the healthcare domain. A prompt like, “Inform about a health plan drug coverage” is insufficiently contextualized. A more contextually aware prompt would be, “Explain the impact of the recent changes in Medicare Part D on prescription drug coverage for seniors, emphasizing new benefits and costs.”

3) Goal-oriented Prompting

Defining the objective is vital. An aimless prompt like, “Talk about finance” is less effective than, “Explain the benefits and risks of index fund investing for young adults,” which clearly aligns with a specific informational goal.

4) Iterative Prompt Refinement

This principle involves revising prompts based on feedback. An initial prompt might be, “Describe new healthcare policies,” which could result in a broad and complex response. To refine this, a better prompt would be, “Outline the 2024 changes in Medicare Advantage healthcare policies in the state of California impacting patient insurance coverage, focusing on simplicity and clarity for a general audience.” This adjusted prompt is likely to produce a more targeted and understandable explanation suitable for patients who may not have in-depth knowledge of healthcare policy.

5) Adapting to AI’s Capabilities and Limitations

Recognizing the strengths and limitations of AI models is crucial, especially in the financial services domain. A prompt such as, “Provide financial advice for an individual’s investment portfolio” is beyond AI’s capability. A more suitable prompt that leverages AI’s abilities would be, “Summarize key factors affecting the bond market in the current economic climate.” This prompt aligns with AI’s capacity for data analysis and synthesis, providing insights into market trends without overstepping into personal financial advisory, which requires human expertise.

6) Creative and Flexible Prompting

Encouraging innovation and adaptability in prompts can lead to more engaging and insightful content, particularly in the financial domain. Consider a prompt like, “Imagine a renowned 20th-century economist blogging about the impact of cryptocurrency on global finance.” This imaginative scenario invites AI to merge historical economic theories with modern financial trends, potentially yielding a unique and thought-provoking perspective on current financial issues.

7) User-centric Design

Prioritizing the end user’s specific needs and understanding is critical, especially in healthcare communication. An overly broad prompt such as, “Detail disease prevention methods” may not resonate with all patient groups. A more user-centric approach that targets a specific age group and provides relevant, accessible and actionable information would be, “Create a simple guide on diabetes prevention for newly diagnosed patients over 50 years old.”

8) Ethical and Responsible Prompting

This principle is about avoiding biases and misinformation. For instance, a prompt like, “Explain why our bank’s investment strategy is superior to others” could introduce bias and, potentially, misinformation. A more balanced prompt would be, “Provide an objective analysis of different investment strategies offered by major banks, including our own.”

Each principle is essential in crafting prompts that lead to effective, accurate and responsible output from generative AI systems, enhancing the interaction between humans and AI.

By mastering the art of prompt engineering and skillfully applying these principles, we can significantly reduce the occurrence of AI ‘hallucinations’ – misleading or irrelevant responses – and ensure users receive the most accurate and helpful answer on the first try. This precision in communication enhances AI’s impact in achieving overall objectives, whether it is in customer communications or any other domain where AI can lend its capabilities. Moreover, the importance of having the right AI capabilities and knowledge to guide the process cannot be overstated. It’s essential to adopt an AI platform that supports your team with the necessary capabilities to ensure effective prompting. As you integrate AI into your operations, remember the choice of platform can significantly influence the caliber of your outcomes, shaping the future of your organization’s engagement, efficiency and overall success.

This is part 1 of a 3-part series on AI in CCM.

Click here to see part 2 of this 3-part series on AI in CCM.

Originally published in Document Media