Menora Manor Agent

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Overview

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Skills

• Account Management Confirmation - Guides obtaining bank account verification or cancelled check
• Agent Name Meaning - Explains why the agent is named “Manor”
• Alternatives to Withdrawal - Presents options like loans or annuity instead of withdrawing
• Application Status - Checking status of submitted withdrawal requests
• Available Funds Inquiry - Checks available balances in pension, compensation, or training funds
• Balance Reports for Tax Office - Guides obtaining balance confirmation documents for tax authority
• Bank Account for Withdrawal - Rules about which bank accounts can receive withdrawn funds
• Call Center Operating Hours - Business hours for customer service center
• Cancel Designation for Annuity - Process to reverse annuity designation (ביטול ייעוד לקצבה)
• Cancel Withdrawal Request - How to cancel a pending withdrawal request
• Change Personal Details - Guides updating address, email, phone, and other personal information
• Conditions for Tax Exemption - Lists eligibility criteria for tax-free withdrawals
• Consequences of Withdrawal - Explains tax impact and reduced future pension from early withdrawal
• Deceased Member’s Fund Withdrawal - Assists heirs with inheritance claims, wills, and estate fund access
• Definition of Retirement Age - Explains eligibility ages for men and women to withdraw pension
• Diacritics - Handles Hebrew diacritics and vocalization
• Difference Between Fund Types - Explains difference between compensation (פיצויים) and retirement (תגמולים)
• Document Check Up Time - Explains how long document verification takes
• Document Validity Status - How to verify if submitted documents are valid and complete
• Employer Refuses to Sign Form 161 - Alternatives when employer won’t sign required forms
• Encumbrances Escalation - Handles lien/garnishment (עיקולים) inquiries with human escalation
• Form 161 - Explains Form 161 requirements, who fills it, and when needed
• Form Cubes - Explains the cubes form (טופס קוביות) for income reporting to pension fund
• Forward Call - Transfers caller to human representative during business hours
• General Application for Tax Exemption - General process for requesting tax exemptions
• General Taxation on Withdrawals - Overview of how withdrawals are taxed
• Glossary of Specific Forms - Defines forms 159א, 161, and application forms
• How to Contact Tax Assessor - Tax authority contact information and appointment booking
• Incorrect Form 161 - How to handle errors or mistakes on Form 161
• Information Not Found - Gracefully handles out-of-scope queries with appropriate escalation
• Loan Request - How to take a loan against pension fund balance
• Low Balance Withdrawal Exemption - Tax exemptions for small account balances
• Manager Insurance - Explains manager’s insurance (ביטוח מנהלים) policy definitions
• Multiple Employers - How to withdraw from multiple employer accounts simultaneously
• Partial Withdrawal - Handles requests to withdraw only compensation or specific fund portions
• Past Withdrawal Reports - Retrieves history of previous fund withdrawals
• Payee for Compensation Funds - Who should be named as fund recipient on forms
• Pension Planning - Escalation path for retirement planning consultation with advisor
• Processing Time with Existing Loan - Explains extended timeline when loan offset is required
• Provident Fund - Manages provident fund (קופת גמל) withdrawal process
• Recognized Funds - Explains recognized funds (כספים מוכרים) and annuity tax exemptions
• Regulation 34 Exception - Special withdrawal rules for disabled family member medical expenses
• Release of Compensation Funds - Explains employer authorization letter for releasing funds
• Report of Employment Periods - Guides obtaining work history report from Bituach Leumi
• Required Documents General - Generic list of documents needed (when fund type unknown)
• Scope of Document Knowledge - Explains which forms and documents the agent can help with
• Submitting Documents - Where and how to submit required forms and documents
• Survivors Pension - Pension benefits for surviving spouse and family members
• Tax Assessor Approval - Guides obtaining approval documents from tax authority
• Tax Assessor Definition - Explains what a tax assessor (פקיד שומה) is and their role
• Tax Exempt Withdrawal Without Termination - Guides tax-free withdrawal of retirement funds without leaving current job
• Tax Impact Before vs After Retirement - Compares taxation implications at different withdrawal ages
• Tax Refund After Withdrawal - How to reclaim overpaid taxes after fund withdrawal
• Tax Relief - General overview of available tax exemptions and relief options
• Tax Relief Due to Low Income - Tax exemptions for minimum wage and low-income earners
• Tax Relief Due to Tax Coordination - Explains tax coordination certificate process
• Taxation on Pension Annuity - How monthly pension payments are taxed
• Technical Issues - Addresses website problems, broken links, and login issues
• Termination Confirmation Info - How to obtain employment termination letter from employer
• Termination of Employment Confirmation - Obtaining confirmation when employer is closed or unreachable
• Training Fund - Handles education fund (קרן השתלמות) inquiries with escalation to human
• Transferring Funds Between Accounts - Guides fund consolidation and portability between pension accounts
• Update Phone Number - Guides phone number update process in the system
• WhatsApp Service - WhatsApp channel availability and how to access it
• Withdraw Compensation Funds - Full process for withdrawing compensation (פיצויים) after termination
• Withdraw Retirement Funds - Full process for withdrawing retirement (תגמולים) funds
• Withdrawal of Pre-2000 Funds - Special taxation rules for funds deposited before year 2000
• Withdrawal Process - General guidance on fund withdrawal steps
• Withdrawal to Postal Bank - Rules for transferring funds to postal bank accounts
• Withdrawal with Existing Loan - Manages fund redemption when customer has an outstanding loan to offset
• Withdrawing Compensation While on Disability - Handles withdrawal requests when customer has disability pension from the fund
• Withdrawing Retirement While on Disability - Retirement fund rules when receiving disability pension

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Key Tools

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Prompting Techniques

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Tool-Driven Decision Delegation

• Is the call center open or closed?
• Does the agent know why the user wants a human?
• Is the topic something the agent can handle?

// Tool returns dynamic instructions based on context
if (isCenterOpen && hasIdentifiedIntent) {
  statusInstruction = `
    STATUS: OPEN.
    CONTEXT: User reason is KNOWN.
    LOGIC:
    1. CHECK: Is the reason something you can handle?
    2. IF YES (Supported): Say persuasion message...
    3. IF NO (Unsupported): Call 'speak_with_human'.
  `;
} else if (isCenterOpen && !hasIdentifiedIntent) {
  statusInstruction = `
    STATUS: OPEN.
    CONTEXT: User reason is UNKNOWN.
    LOGIC:
    1. SAY: "I'll be happy to transfer you. May I ask what the call is about?"
    2. WAIT for user input.
    3. IF Supported Topic: DO NOT TRANSFER. Switch to Persuasion.
    4. IF Unsupported OR user refuses: Call 'speak_with_human'.
  `;
}

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Lessons Learned

• Deterministic Scenarios via Tools: Moving complex branching logic (like human handoff scenarios) from the system prompt into tool outputs significantly increased stability. When a scenario requires a strict, deterministic flow based on multiple variables (e.g., time of day + user intent), relying on the LLM to traverse a complex decision tree in the prompt is error-prone. Delegating this logic to code (the tool) and having the tool return the specific “script” for the LLM to follow ensured 100% consistency in behavior.