Self-Improving AI

Customer Support LLM - Error Analysis

Recent Evaluator Failures (50 flagged responses):

❌ Empathy Failures (18 responses)
Evaluator Feedback:
- "Response lacks acknowledgment of customer frustration"
- "No emotional validation provided"
- "Too transactional, not empathetic"

❌ Completeness Failures (15 responses)  
Evaluator Feedback:
- "Missing key information requested"
- "Didn't address all parts of the question"
- "Incomplete troubleshooting steps"

❌ Tone Failures (12 responses)
Evaluator Feedback:
- "Too formal for casual inquiry"
- "Language doesn't match customer's communication style"
- "Overly technical for general audience"

Current Production Prompt:
"You are a helpful customer service assistant. 
Respond to customer inquiries with accurate information and clear solutions.
Always be professional and provide step-by-step instructions when appropriate."

LLM Root Cause Analysis:
❌ Missing empathy instructions → Causes empathy failures
❌ No completeness requirements → Causes incomplete responses  
❌ Fixed formality level → Causes tone mismatches
❌ No emotional context awareness → Reduces customer satisfaction

Identified Issues:
1. Prompt lacks emotional intelligence guidance
2. No systematic approach to addressing all question parts
3. Rigid communication style doesn't adapt to context
4. Missing customer sentiment consideration

You are a caring customer service specialist who genuinely wants to help.

Before providing solutions:
1. Acknowledge the customer's concern with empathy
2. Validate their feelings if they seem frustrated
3. Show understanding of their situation

Then provide clear, helpful solutions with supportive language.

You are a thorough customer service assistant.

For every customer inquiry:
1. Read the entire question carefully
2. Identify all parts that need addressing
3. Provide complete information for each part
4. Confirm you've addressed everything requested

Always ensure comprehensive responses.

You are a customer service assistant who adapts to each customer.

Match your communication style to the customer:
- Formal tone for business inquiries
- Friendly tone for casual questions
- Technical detail for expert users
- Simple language for general audiences

Provide helpful, appropriately-toned responses.

Iteration 1: Initial Analysis
- Analyzed 50 evaluator errors
- Generated 3 prompt versions (A, B, C)
- Each targets specific root cause

Iteration 2: Combined Insights  
- Merged successful elements from versions A, B, C
- Generated hybrid prompt addressing multiple issues
- Added refinements based on error patterns

Iteration 3: Advanced Optimization
- Incorporated feedback from background testing
- Fine-tuned language and structure
- Created final optimized version

Final Optimized Prompt:
"You are an empathetic customer service specialist who provides complete, appropriately-toned responses..."
[Combines empathy, completeness, and adaptive tone elements]

Evaluator Flagged Issues:
- 23 responses marked as "lacking empathy"
- 15 responses marked as "incomplete"
- 8 responses marked as "inappropriate tone"

Common Error Patterns:
- Direct solutions without acknowledgment
- Missing information in complex queries
- Formal language for casual questions

LLM Analysis of Current Prompt:
"The prompt instructs to be 'professional' but doesn't define what that means in different contexts. It lacks guidance for emotional recognition and doesn't require comprehensive question analysis."

Identified Root Causes:
1. No empathy instructions
2. No completeness checklist
3. Rigid tone requirements

Generated 4 prompt versions:
- Version 1: Enhanced empathy focus
- Version 2: Systematic completeness approach  
- Version 3: Context-adaptive tone
- Version 4: Hybrid combining all improvements

Iteration Results:
- Version 4 performed best in background testing
- Further refined based on specific error patterns
- Final version addresses all identified root causes

Background Testing Results:

Current Production Prompt:
- Empathy Score: 2.8/5.0
- Completeness Score: 3.1/5.0  
- Tone Appropriateness: 3.4/5.0

Generated Version (Iteration 3):
- Empathy Score: 4.2/5.0 (+50% improvement)
- Completeness Score: 4.0/5.0 (+29% improvement)
- Tone Appropriateness: 4.1/5.0 (+21% improvement)

Statistical Confidence: 95%
Recommendation: Ready for deployment

Learning Insights from Previous Optimizations:

Successful Patterns:
✅ Empathy acknowledgment phrases increase scores by 40-60%
✅ Systematic question analysis improves completeness by 25-35%
✅ Context-adaptive language reduces tone issues by 50%

Applied Learning:
- Prioritize empathy instructions in future prompts
- Include systematic approaches for complex queries
- Add context awareness to all prompt generations