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exemplarisch

Prompt-, Rollen- und Fallback-Set

Einen KI-Assistenten mit klaren Verhaltensregeln, Rolle und Eskalationspfaden sicher in den Kundenservice integrieren.

Der Support erhält viele Routine-Anfragen. Ein KI-Agent soll diese beantworten, darf aber keine falschen Versprechungen machen und muss wissen, wann er an einen Menschen abgeben muss.

Prompt-, Rollen- und Fallback-Set
Primary BenefitSafe, controlled AI interaction
ApplicationCustomer Service, Lead Qualification
OutputPrompt, guardrails & test set
Request AI Initial ConsultationAll Examples

When this template makes sense

Makes sense when...

You want to implement an AI assistant in customer service or on the website but are afraid of incorrect statements.

Especially strong for...

First-level support, lead generation, customer portal chatbots, and internal knowledge base agents.

Ultimately, it provides...

A clear set of system prompts, prohibited topics (guardrails), and fallback routines for handover to staff.

Overview

Use CaseSafe operation of an AI agent in customer contact
Why importantPrevents hallucinations, legal risks, and user frustration
What is producedSystem prompts, guardrails, fallbacks, test cases
StatusExemplary, directly transferable for typical LLMs

Components of the Set

01

System Prompt

The "DNA" of the AI: Defines tonality, role (e.g., technical advisor), and formatting guidelines.

02

Guardrails

The do-not-allow rulebook. Forbids, for example, price information, legal advice, or discussions about competitors.

03

Fallback Routines

What happens when the AI doesn’t know what to do? Clean transition to human support without "I am an AI" statements.

04

Test Cases

Example dialogues (Happy Path & Attack Path) to verify that the guardrails hold.

Central Guardrails (Prohibition Zones)

  • No assurances of prices, discounts, or delivery times that are not explicitly stored in the system
  • Strict blockade of legal or medical advice (always refers to the specialist department)
  • No "hallucination" of company data: What is not in the RAG base must not be creatively invented
  • Brand guidelines: Mentioning competitors is politely but firmly blocked (pivot to own offering)

Clean Fallbacks (Human Handoff)

When the AI doesn’t know what to do or a task is outside its competence, the handover must appear natural and solution-oriented:

ScenarioUser asks for an individual discount for 500 licenses.
AI Response“For such large volumes, we have special enterprise conditions. Should I connect you directly with our sales manager so you can receive an accurate offer?”
ScenarioUser requests a legally binding statement on data protection regulations.
AI Response“I can give you an overview of our standards. However, for a legally binding statement, I will hand this ticket directly to our data protection officer.”
ScenarioUser becomes aggressive or attempts a prompt injection attack.
AI Response“I am here to help you with technical questions about our product. If you have questions about that, I am happy to assist. Otherwise, I will end the chat.”

Usage

This prompt and guardrail set can be imported into any existing architecture (OpenAI Assistants API, Azure OpenAI Studio, voice agents, or chatbot builders like Voiceflow/Make). The key is not the technology, but the consistent embedding in the system prompt before launch.

Alle Inhalte sind exemplarisch, anonymisiert und ohne Bezug zu realen Kunden erstellt.

What are you missing?

We can build exactly this set for your company.

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