We know that, in many cases, just editing the content of the database is not enough to shape Claudia's behavior in the ideal way. Some decisions—such as when to escalate to an attendant, what tone of voice to use in a given context, or what tool to activate—require clearer, more flexible, and contextual rules than existing ones alone. That's why we're creating the Smart Guide: a new advanced feature that will allow you to define strategic instructions for CLAudia to act more precisely in specific situations. It will still be refined in more detail, but possibilities for how the Smart Guide will have an impact include: • Eddie can be activated via Prompt, instead of an IDS session • CLAudia using direct tools to solve problems • More control over how AI behaves, in addition to the content • More possible actions: change tone, scale, transfer to the right Eddie, trigger APIs, etc. • More quality and consistency in automated interactions The Smart Guide is under development and will be aimed at teams that want to raise the level of personalization, governance, and autonomy of AI at scale.
