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Scenarios

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What is a Scenario?

• Personas: The role and characteristics of the customer/user
• Situations: The context and circumstances of the interaction
• Outcomes: The expected results and success criteria

• Different customer demographics and needs
• Various objection patterns
• Edge cases and difficult situations
• Compliance verification tests

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Types of Scenarios

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1. Workflow Builder (Automatic Generation)

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Automatic Scenario Generation

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Auto-Generate Scenarios

1. Agent Definition: Select your agent definition
2. Number of Rows: Specify how many scenarios to generate (e.g., 20, 50, 100)
3. Scenario Description: Provide a brief description of what you want to test
4. Click Generate: FutureAGI will automatically create:
   • Multiple conversation paths
   • Diverse customer personas (automatically generated)
   • Realistic situations and contexts (automatically generated)
   • Expected outcomes for each scenario (automatically generated)

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Manual Graph Building

1. Conversation Node (Purple)
   • Purpose: Start conversations with users
   • Icon: Speech bubble with lightning bolt
   • Usage: Define initial prompts and conversation starters
   • Configuration: Add prompts, messages, and conversation logic
2. End Call Node (Red)
   • Purpose: Terminate conversations or split flows based on conditions
   • Icon: Phone receiver with diagonal line
   • Usage: End conversations, handle rejections, or create decision branches
   • Configuration: Add end messages and termination logic
3. Transfer Call Node (Orange)
   • Purpose: Transfer calls or combine inputs from multiple paths
   • Icon: Phone receiver with arrow
   • Usage: Route conversations to different agents or departments
   • Configuration: Define transfer conditions and routing logic

1. Drag and Drop: Select nodes from the palette and place them on the canvas
2. Connect Nodes: Use edges to connect nodes and define conversation paths
3. Configure Each Node: Click on nodes to add prompts, messages, and conditions
4. Test Flow: Preview your conversation flow before saving

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Example Manual Graph Flow

Conversation Node (Start)
    ↓
[User Response: Interested in Life Insurance]
    ↓
Conversation Node (Life Insurance Discussion)
    ↓
[User Response: Price Objection]
    ↓
Conversation Node (Address Objections)
    ↓
[User Response: Still Interested]
    ↓
Transfer Call Node (Route to Sales Agent)
    ↓
End Call Node (Successful Transfer)

Alternative Path:
[User Response: Not Interested]
    ↓
End Call Node (Polite Rejection)

• Prompt: “Hello! I’m calling about life insurance options. Are you interested in learning more?”
• Message: “Thank you for your time. Let me explain our coverage options.”

• Message: “Thank you for your time. Have a great day!”
• Condition: User declines or conversation reaches natural conclusion

• Transfer to: Sales Department
• Condition: User shows interest and wants to speak with a specialist
• Message: “Let me transfer you to our sales specialist who can help you further.”

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Persona, Situation, and Outcome Generation

• Persona: Customer characteristics (age, income, professional, communication style) - automatically generated
• Situation: Context and circumstances (urgency level, previous experience, specific needs) - automatically generated
• Outcome: Expected results (conversion, objection handling, information gathering) - automatically generated

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2. Dataset Scenarios

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Creating Dataset Scenarios

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Import Your Dataset

• Click “Upload Dataset”
• Select your CSV/Excel file
• Map columns to scenario variables

• Download our insurance customer dataset
• Contains 20 diverse customer profiles
• Pre-configured for insurance sales testing

• Click “Generate Synthetic Dataset”
• Specify parameters:
  • Number of records (e.g., 50 customers)
  • Customer demographics range
  • Insurance types to include
  • Objection patterns to generate
  Click here to learn how to create synthetic datasets.

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Example Dataset Structure

customer_id,name,age,income,insurance_need,objection_type,urgency
CUST001,John Smith,35,120000,Life Insurance,Price Sensitive,High
CUST002,Sarah Johnson,28,65000,Health Insurance,Coverage Concerns,Medium
CUST003,Michael Chen,42,150000,Whole Life,Trust Issues,Low

• Demographics: Age, income, professional
• Insurance Needs: Type of coverage, current insurance
• Behavioral Traits: Objection types, communication style
• Test Variables: Urgency level, budget range

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3. Upload Script

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Creating Script Scenarios

1. Agent Definition: Select the agent you want to test
2. Number of Rows: Specify how many scenarios to generate from your script
3. Scenario Description: Describe what you want to test
4. Script Content: Upload or paste your conversation script

• FutureAGI will automatically build a graph using Conversation, End Call, and Transfer Call nodes
• Generate personas, situations, and outcomes for each scenario
• Create multiple test cases based on your script content
• Map script dialogue to appropriate node types and connections

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Script Format

Customer: Hi, I'm calling about life insurance options.

Agent: Hello! Thank you for calling SecureLife Insurance. My name is Sarah. I'd be happy to help you explore our life insurance options. May I have your name, please?

Customer: It's John Smith.

Agent: Thank you, Mr. Smith. To recommend the best life insurance options for you, could you tell me a bit about what you're looking for? Are you interested in term life or permanent coverage?

Customer: I'm not sure about the difference. Also, I'm worried about the cost.

Agent: That's a great question, and I understand your concern about cost. Let me explain the key differences between term and permanent life insurance, along with their typical price ranges...

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Testing Corner Cases

Customer: Can you guarantee I'll be approved?

Agent: [EXPECTED: Agent should explain that approval is subject to underwriting and cannot be guaranteed]

Customer: I already have insurance through work, I don't need more.

Agent: [EXPECTED: Agent should acknowledge and explore if employer coverage is sufficient for family needs]

Customer: What's the difference between term and whole life insurance?

Agent: [EXPECTED: Clear, accurate explanation without jargon]

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Import Existing Scripts

1. Click “Import Script”
2. Select your file (TXT, DOCX, or PDF)
3. Review and adjust formatting
4. Add expected outcomes for each interaction

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4. Call / Chat SOP

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Creating Chat SOP Scenarios

1. Agent Definition: Select the agent you want to test
2. Number of Rows: Specify how many scenarios to generate
3. Scenario Description: Describe the SOP you want to test
4. SOP Content: Define your standard operating procedure

• FutureAGI will automatically build a graph using Conversation, End Call, and Transfer Call nodes
• Generate personas, situations, and outcomes for each scenario
• Create multiple test cases based on your SOP structure
• Map SOP steps to appropriate node types and connections

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SOP Structure

Step 1: Greeting and Verification
- Greet customer warmly
- Verify policy information
- Confirm identity

Step 2: Incident Details Collection
- Gather incident details
- Document timeline
- Collect supporting evidence

Step 3: Assessment and Next Steps
- Provide claim number
- Explain next steps
- Set expectations for timeline

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Benefits of SOP Scenarios

• Consistency: Ensures all agents follow the same procedures
• Compliance: Helps maintain regulatory compliance
• Training: Provides clear guidelines for new agents
• Quality Control: Enables standardized testing across scenarios

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Automatic Scenario Generation

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How Automatic Generation Works

1. Agent Analysis: The system analyzes your agent definition to understand capabilities and context
2. Scenario Planning: AI agents generate multiple conversation paths based on your description
3. Graph Building: Conversation flows are automatically mapped into visual graphs
4. Data Creation: Each scenario automatically includes structured persona, situation, and outcome data
5. Validation: Generated scenarios are validated for realism and completeness

• Agent Definition (which agent to test)
• Number of Rows (how many scenarios to generate)
• Scenario Description (what you want to test)

• Personas (customer characteristics)
• Situations (context and circumstances)
• Outcomes (expected results)
• Conversation flows and paths

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Benefits of Automatic Generation

• Speed: Create comprehensive test suites in minutes instead of hours
• Diversity: Generate varied scenarios covering edge cases you might miss
• Consistency: Ensure all scenarios follow the same structure and format
• Scalability: Easily generate hundreds of test cases for thorough testing
• Adaptability: Scenarios automatically adapt to your specific agent and use case

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What Gets Generated Automatically

• Age ranges and demographics
• Communication styles and preferences
• Experience levels and backgrounds
• Behavioral patterns and traits

• Urgency levels and time constraints
• Previous interaction history
• Specific needs and requirements
• Environmental factors

• Success criteria and metrics
• Expected resolution types
• Performance benchmarks
• Quality standards

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Best Practices for Scenario Creation

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1. Start with Automatic Generation

• Use the Workflow Builder with “Auto Generate Graph” enabled
• Start with 20-50 scenarios to establish a comprehensive baseline
• Provide detailed scenario descriptions that specify:
  • The type of customers you want to test (e.g., “first-time insurance buyers”)
  • Specific situations to cover (e.g., “price-sensitive customers asking for quotes”)
  • Expected outcomes (e.g., “successful quote generation and follow-up scheduling”)

• “Test insurance sales conversations with price-sensitive customers who compare multiple providers”
• “Evaluate agent performance with elderly customers who need help understanding policy terms”
• “Test objection handling when customers say they already have coverage through work”

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2. Leverage Different Scenario Types

• Workflow Builder: Best for comprehensive testing with diverse conversation paths
• Upload Script: Perfect for testing specific compliance scenarios or edge cases
• Call/Chat SOP: Ideal for ensuring consistent procedures across all interactions
• Import Datasets: Use when you have existing customer data to test against

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3. Focus on Real-World Scenarios

• Common customer questions and concerns
• Typical objection patterns in your industry
• Edge cases that cause problems in real conversations
• Compliance scenarios specific to your business

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4. Test Across Different Customer Segments

• Different age groups and demographics
• Various experience levels with your product/service
• Different communication styles and preferences
• Customers with varying urgency levels and needs

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5. Iterate and Improve

• Review test results to identify gaps in scenario coverage
• Add new scenarios based on real customer feedback
• Update scenarios when your products or processes change
• Remove outdated scenarios that no longer reflect reality

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Running Tests with Scenarios

1. Select Scenarios: Choose which scenarios to include in your test run
2. Configure Test Parameters: Set evaluation criteria and success metrics
3. Execute Tests: Run scenarios against your agent
4. Analyze Results: Review performance across different scenario types
5. Iterate and Improve: Use results to refine both scenarios and agent performance

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Next Steps

1. Configure Agent Definitions to define your AI agent
2. Run Your Tests to evaluate agent performance
3. Analyze Results to improve your agent