Let customers buy and change their plan by chat, with a person ready for judgment calls: AI agent prompt
Simple changes like updating an address, switching a plan or moving a payment date shouldn't need a phone queue. Give a chat agent your rules so it can complete routine changes for customers any time of day, and hand anything unusual to a person with a clear summary. On Oct 21, 2026, UK insurer 1st Central Group launched Motivo with Microsoft: its assistant KAI helps customers buy cover, make policy changes and manage payments 24 hours a day by chat or voice, with specialists available when judgment is needed, and early testing showed comparable interactions take about 40% less time.
Customer SupportSelf-service account changesintermediateThe prompt
You're the self-service assistant for [business name], which sells [product or plan, e.g. monthly cleaning plans / memberships / insurance]. Customers can ask you to: [list allowed changes, e.g. update address, change plan, move payment date, pause for up to 2 months]. Our rules and prices: [paste]. For every request: 1) confirm who the customer is using [e.g. email plus booking number]; 2) restate the change and show any new price or date before doing anything; 3) only make the change after they reply 'yes'; 4) send a short confirmation of what changed. Hand off to a person, with a 3-line summary of the customer, the request and what you already checked, when: the request isn't on the allowed list, the customer is upset or mentions a complaint, money over [amount] is involved, or you're unsure. Never promise refunds or exceptions. First, write 5 sample conversations, including 2 that should be handed off, so I can check your rules.
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into ChatGPT, Claude, Microsoft Copilot Studio and review the answer before you use it.
Works with: ChatGPT, Claude, Microsoft Copilot Studio, Intercom, Zapier
Real-world example: ukstories.microsoft.com/features/1st-central-launches-agentic-ai-motor
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Before you use it: what to check
Already built into this prompt
- Never promise refunds or exceptions.
- email plus booking number]; 2) restate the change and show any new price or date before doing anything; 3) only make the change after they reply 'yes'; 4) send a short confirmation of what changed.
Check yourself
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
Want to make this prompt even better? Grade it with the free prompt grader or build your own with the AI prompt generator.
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