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Moran is PazGas Emergency Line Agent that classifies incoming calls as emergency or non-emergency and routes them with maximum efficiency and safety. It handles Hebrew-speaking callers on the gas company’s emergency line with a safety-first approach.

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Overview

FieldValue
MarketIsrael - Energy
VerticalUtilities
CompanyPazGas (פזגז)
ModelGPT Realtime 28/28/2025
PersonaProfessional, Safety-Focused, Efficient
LanguageHebrew only
ChannelVoice

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Skills

Moran Emergency - Handles call forwarding to emergency center and customer service lines based on triage classification.

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Key Tools

ToolPurpose
forward_emergency()Announces transfer in Hebrew, then forwards call to Emergency Center (036174072).
forward_customer_service()Routes non-emergency calls to Customer Service (handles business hours internally).

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Prompting Techniques

  • Keyword-based triage with safety-first escalation: The agent uses explicit keyword lists (EMERGENCY_TOPICS / NON_EMERGENCY_TOPICS) to classify calls, with a default-to-emergency fallback for ambiguous cases. This ensures no genuine emergency is missed.
  • Safety-first directive: Prioritize safety above all else. When in doubt, always escalate to the emergency line rather than risk misclassifying a genuine emergency.
Example Prompt Snippet: 
**Logic:**

- **CONDITION:** The user's initial statement contains one or more keywords from the **EMERGENCY_TOPICS** list.  
  **ACTION:** Immediately and silently execute `forward_emergency()`.

- **ELSE** (for any other response, including ambiguity, silence, or persistence):  
  **SAY:** "לא הצלחתי להבין אותך."  
  **EXECUTE:** Immediately and silently call `forward_emergency()`.

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Lessons Learned

What worked
  • Explicit keyword-based classification: Using predefined emergency and non-emergency topic lists provides clear, fast triage decisions without complex reasoning.
  • Default-to-emergency fallback: Erring on the side of caution ensures customer safety is never compromised by ambiguous or unclear statements.
  • Silent execution: Immediately forwarding calls without lengthy explanations reduces wait time during critical situations.
Challenges
  • Ambiguous caller statements: Some callers may describe emergencies in unexpected ways that don’t match keyword lists, requiring the safety-first fallback to catch edge cases.
  • Non-Hebrew speakers: The agent is Hebrew-only, which may create difficulties for callers who don’t speak the language fluently, though emergency forwarding ensures they still receive help.