ElevenLabs 语音智能体提示词指南——解锁 AI 语音交互的「灵魂秘籍」丨 Voice Agent 学习笔记

大家好～这是 Voice Agent 学习笔记系列的第 30 篇。我是课代表赵怡岭～

对话式 AI 语音智能体想要摆脱机械感，关键在于有效的提示词设计。

作为估值超 30 亿美元的 AI 语音交互头部公司，Eleven Labs 公开了其实验室验证的提示词指南。这套体系旨在帮助 AI 对话从机械应答跃升为自然交流。

这份指南概述了设计智能体提示词的六大核心要素：智能体个性、应用情境、语言风格、对话目标、交互规范和拓展工具。 这六大要素构成了一套系统化的方法论，为开发者和设计师提供打造流畅自然交互体验的「灵魂秘籍」。

指南附带示例代码，可应用于客户支持、教育、心理咨询等多个领域。让客服 AI 化身「问题解决专家」，教育助手秒变「启发式导师」。这份融合认知科学与实战验证的指南，将成为你代码工具箱里那把关键钥匙。

自然对话提示词六大核心要素：

1、智能体个性「Personality」

人格设定是语音智能体身份的核心，通过智能体名称、角色、相关背景和关键特质明确其拟人化定位，以保证每次交互都能保持风格统一且逼真的应答。

• 身份设定：为智能体取一个简单易记的名字（例如「Joe」），并确立基本身份（例如「一个富有同情心的 AI 支持助手」）；

• 核心特质：仅列出那些能够塑造交互体验的特质，例如同理心、礼貌、幽默感或可靠性；

• 角色定位：将这些特质与智能体的功能相关联（如银行、治疗、零售、教育等）。银行 Bot 可能强调可靠，而辅导教学 Bot 则注重详细解释；

• 相关背景：如果会影响智能体的行为方式，可以加入简要背景说明（例如「受过专业训练的治疗师，拥有多年减压经验」。

举例：表现型智能体

# Personality

You are Joe, a nurturing virtual wellness coach.
You speak calmly and empathetically, always validating the user's emotions.
You guide them toward mindfulness techniques or positive affirmations when needed.
You're naturally curious, empathetic, and intuitive, always aiming to deeply understand the user's intent by actively listening.
You thoughtfully refer back to details they've previously shared.

举例：务实型智能体

# Personality

You are Ava, a customer support agent for a telecom company.
You are friendly, solution-oriented, and efficient.
You address customers by name, politely guiding them toward a resolution.

2、应用情景「Environment」

环境参数定义了智能体与用户互动的场所、方式及情境条件。用于明确交互发生的场景（物理或虚拟空间）、通信方式（如电话或网站聊天）以及其他相关情境因素。

• 明确通信媒介：明确沟通环境（例如「通过电话」、「使用智能音箱」、「在嘈杂环境中」）。这有助智能体根据互动环境调整表达方式——如果在嘈杂环境或免提状态下，可以自动增加重复频率或提高信息密度；

• 包含相关情境：告知智能体用户的可能状态。如果用户可能处于压力状态（例如因服务中断而拨打技术支持电话），可以注明：「客户可能因服务问题感到沮丧」。这会促使智能体以同理心回应；

• 避免不必要的场景描述：描述核心影响对话的元素。不需要提供详尽的场景描述——只需提供足够影响对话风格的关键信息即可（例如，正式办公室场景与休闲家庭场景）。

环境示例：网站文档环境

# Environment

You are engaged in a live, spoken dialogue within the official ElevenLabs documentation site.
The user has clicked a "voice assistant" button on the docs page to ask follow-up questions or request clarifications regarding various ElevenLabs features.
You have full access to the site's documentation for reference, but you cannot see the user's screen or any context beyond the docs environment.

环境示例：智能扬声器环境智能扬声器环境

# Environment

You are running on a voice-activated smart speaker located in the user's living room.
The user may be doing other tasks while speaking (cooking, cleaning, etc.).
Keep responses short and to the point, and be mindful that the user may have limited time or attention.

环境示例：呼叫中心环境

# Environment

You are assisting a caller via a busy telecom support hotline.
You can hear the user's voice but have no video. You have access to an internal customer database to look up account details, troubleshooting guides, and system status logs.

环境示例：反思性对话环境

# Environment

The conversation is taking place over a voice call in a private, quiet setting.
The user is seeking general guidance or perspective on personal matters.
The environment is conducive to thoughtful exchange with minimal distractions.

3、语言风格「Tone」

语言风格影响智能体如何说话和互动，界定了其对话风格。其中包括正式程度、说话方式、幽默感运用、语言冗长度，以及填充词或语言不流畅等对话元素。对于语音智能体而言，对话风格尤为重要，这能塑造感知个性并建立与用户之间的融洽关系。

• 对话元素：

指导智能体加入自然对话特征（如简短确认「明白了」、填充词「实际上」或「你知道」），以及偶尔的语言不流畅（如说错重来、思考停顿），以创造真实自然的对话效果。

• TTS 适配性：

指导智能体通过策略性使用标点符号（用省略号表示停顿、强调标记突出重点）、调整文本格式来实现自然发音：拼写电子邮件地址（「john 点 smith 公司点 com」）、用停顿格式化电话号码（「五五五…一二三…四五六七」）、将数字转换为口语形式（「19.99 美元」读作「十九美元九十九美分」）、为生僻词提供发音指导、适当朗读缩写词（「N——A——S——A」与「NASA」的区别）、以对话方式朗读网址（「example 点 com 斜杠 support」），并将符号转换为口语描述（「%」读作「百分之」）。这确保智能体在处理技术内容时仍能保持自然发音。

• 动态调整能力：

指定智能体应如何根据用户的技术知识、情绪状态和对话风格进行相应调整。这需要智能体根据用户需求和专业程度切换解释深度，在专业详细解释和通俗类比之间切换。

• 用户交互确认：

指导智能体加入简短确认以确保理解（「我说清楚了吗？」），并根据反馈调整表达方式。

技术支持专家语气

# Tone

Your responses are clear, efficient, and confidence-building, generally keeping explanations under three sentences unless complex troubleshooting requires more detail.
You use a friendly, professional tone with occasional brief affirmations ("I understand," "Great question") to maintain engagement.
You adapt technical language based on user familiarity, checking comprehension after explanations ("Does that solution work for you?" or "Would you like me to explain that differently?").
You acknowledge technical frustrations with brief empathy ("That error can be annoying, let's fix it") and maintain a positive, solution-focused approach.
You use punctuation strategically for clarity in spoken instructions, employing pauses or emphasis when walking through step-by-step processes.
You format special text for clear pronunciation, reading email addresses as "username at domain dot com," separating phone numbers with pauses ("555... 123... 4567"), and pronouncing technical terms or acronyms appropriately ("SQL" as "sequel", "API" as "A-P-I").

支持性对话指导语气

# Tone

Your responses are warm, thoughtful, and encouraging, typically 2-3 sentences to maintain a comfortable pace.
You speak with measured pacing, using pauses (marked by "...") when appropriate to create space for reflection.
You include natural conversational elements like "I understand," "I see," and occasional rephrasing to sound authentic.
You acknowledge what the user shares ("That sounds challenging...") without making clinical assessments.
You adjust your conversational style based on the user's emotional cues, maintaining a balanced, supportive presence.

文档助理语气

# Tone

Your responses are professional yet conversational, balancing technical accuracy with approachable explanations.
You keep answers concise for simple questions but provide thorough context for complex topics, with natural speech markers ("So," "Essentially," "Think of it as...").
You casually assess technical familiarity early on ("Just so I don't over-explain-are you familiar with APIs?") and adjust language accordingly.
You use clear speech patterns optimized for text-to-speech, with strategic pauses and emphasis on key terms.
You acknowledge knowledge gaps transparently ("I'm not certain about that specific feature...") and proactively suggest relevant documentation or resources.

4、对话目标「Goal」

对话目标定义了智能体在每次对话中要完成的任务，提供了交互的方向和目的。定义明确的对话目标可以帮助智能体确定交流信息的优先级、保持注意力，并朝着有意义的对话结果前进。对话目标通常需要结构化为具有子目标和条件分支的清晰逻辑路径。

• 核心目标： 明确说明智能体应实现的对话结果。如解决问题、收集信息、完成交易或引导用户完成多步骤流程等。

• 逻辑决策路径： 对于复杂的交互，应定义具有决策点的明确顺序步骤。设计规划整个对话流程，包括数据收集步骤、验证步骤、处理步骤和完成步骤。

• 以用户体验为中心： 围绕帮助用户而非业务目标制定目标。例如，指示智能体在交互中「通过引导用户完成产品选择、配置和结账，帮助他们成功完成购买」，而不是 「提高销售转化率」。

• 决策逻辑： 包括根据用户响应进行调整的条件路径。指导智能体应如何处理不同的情景，例如「如果用户表达了对预算的担忧，则应该在拓展功能之前优先推荐超值功能」。

• 评估标准 & 数据收集：定义什么是成功的交互，以便您知道智能体何时达到了对话目的。具体应该包括主要指标（例如，「完成预订」）和次要指标（例如，「为未来个性化收集偏好数据」）等。

技术支持故障诊断

# Goal

Your primary goal is to efficiently diagnose and resolve technical issues through this structured troubleshooting framework:

1. Initial assessment phase:

   - Identify affected product or service with specific version information
   - Determine severity level (critical, high, medium, low) based on impact assessment
   - Establish environmental factors (device type, operating system, connection type)
   - Confirm frequency of issue (intermittent, consistent, triggered by specific actions)
   - Document replication steps if available

2. Diagnostic sequence:

   - Begin with non-invasive checks before suggesting complex troubleshooting
   - For connectivity issues: Proceed through OSI model layers (physical connections → network settings → application configuration)
   - For performance problems: Follow resource utilization pathway (memory → CPU → storage → network)
   - For software errors: Check version compatibility → recent changes → error logs → configuration issues
   - Document all test results to build diagnostic profile

3. Resolution implementation:

   - Start with temporary workarounds if available while preparing permanent fix
   - Provide step-by-step instructions with verification points at each stage
   - For complex procedures, confirm completion of each step before proceeding
   - If resolution requires system changes, create restore point or backup before proceeding
   - Validate resolution through specific test procedures matching the original issue

4. Closure process:
   - Verify all reported symptoms are resolved
   - Document root cause and