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Overview
| Field | Value |
|---|---|
| Market | Israel - Energy |
| Vertical | Utilities |
| Company | PazGas (פזגז) |
| Model | GPT Realtime 28/28/2025 |
| Persona | Friendly, Helpful, Professional |
| Language | Hebrew only |
| Channel | Voice |
Skills
- customer_authentication - Authenticates existing customers using customer number, phone, or address; retrieves account details and pricing.
- credit_card_payment - Handles secure credit card collection and payment processing with installment options (payment tool implemented in backend – GO).
- direct_debit - Processes orders for customers with existing direct debit authorization.
- cash_and_check - Finalizes orders for customers paying cash or check upon delivery.
Key Tools
| Tool | Purpose |
|---|---|
| authenticate_customer() | Verifies customer identity via customer number, phone, or address. |
| get_customer_details() | Fetches account data, validates entitlement, checks for existing orders. |
| quick_authentication() | Fast phone-based lookup for address retrieval. |
| check_allowed_payments() | Determines available installment options. |
| create_debit_order() | Finalizes order using direct debit. |
| create_check_or_cash_order() | Finalizes order for cash/check payment. |
| check_customer_safety_check() | Validates mandatory safety inspection post-payment. |
| send_sms() | Sends SMS confirmations to customer. |
Prompting Techniques
- Structured conversation flow with explicit steps: The agent follows a clear 7-step process to ensure no steps are missed and the customer experience is consistent.
- Pronunciation rules for voice clarity: Voice-specific formatting ensures numbers are spoken correctly and clearly understood by Hebrew-speaking customers.
Lessons Learned
What worked- Modular skill architecture: Breaking the flow into distinct skills by payment method keeps logic clean, maintainable, and easier to debug.
- Central validation: Implementing validation in
get_customer_details()catches edge cases (existing orders, agency customers, entitlement) in one place rather than scattered throughout the flow. - Clear pronunciation rules: Voice-specific number formatting significantly improved customer comprehension and reduced errors in data collection.
- Backend payment integration: The implementation of the credit card payment method on the backend, caused by an issue with the “Pelecard” version, poses a difficulty for supporting agents when handling escalations related to payment flows.
- Multiple authentication paths: Handling authentication via phone, customer number, or address needed clear fallback logic and retry limits to prevent customer frustration while maintaining security.
- Safety check compliance: Ensuring customers understand and comply with mandatory safety inspection requirements while keeping the conversation flowing naturally.