The agent hallucinates, enters the wrong flow, or ignores the user's request. These issues stem from how the agent is instructed to navigate the conversation structure.
Case 1: The "hardcoded introduction" problem
Issue: The agent acts deaf to the user's actual request (e.g., a user asks a question, but the agent immediately tries to book a table).
Cause: The Introduction scenario has a hardcoded redirect (e.g., "Start the Make a Regular Table Booking scenario"). The agent always starts the conversation by trying to make a reservation instead of first understanding what the user actually needs.
Fix: The introduction should ask how to assist and then use an IntentTypeMap to determine the next step based on the user's response.
Case 2: Incorrect procedure placement
Issue: The agent mixes up steps and occasionally hallucinates.
Cause: Procedures are defined inside specific Intent Types rather than in the global Procedures section.
Fix: Always check the library for existing Procedures before creating new ones, and ensure they are located in the Procedures section. For example:
Case 3: Fragmentation (micro-scenarios)
Issue: The agent mixes up steps and occasionally hallucinates.
Cause: A single logical flow has been broken into many tiny, separate scenarios.
Fix: Combine related steps within a single cohesive scenario to maintain context. For example:
Case 4: Missing scenarios
Issue: The Manager or Human Request intent type exists, the project_attributes_setting_transfer_call_enabled attribute is set to True, but the agent sends an email to the manager instead of transferring the call.
Cause: The agent recognizes the Manager or Human Request intent, but no Regular Transfer scenario exists.
The Regular Transfer scenario is called in the Manager or Human Request. Since it does not exist, the agent defaults to the only available option, such as the Relaying Message to the Manager scenario.
Fix: Ensure the specific scenario required for the intent is added from the library. In this case, the Regular Transfer scenario should be added. Now, when a user calls the agent during working hours and asks to be transferred, the Regular Transfer scenario will be invoked, and the call will be transferred.