Short answer: Karim Malhas says a single agent with a big prompt knows everything, so Breeze uses step agents like a consent agent and an account-number agent that must repeat digits, because enterprises always work from a script.
Watch this answer from Episode 42 (starts at 6:26) · Episode 42 notes and transcript
From Episode 42: The Voice AI Platform Built for Enterprises That Actually Need to Scale, starting at 6:26.
Karim Malhas [6:25]: So in both cases, I wanna go to an agent. Now agents, in this case, can inherit personas or not. So if you wanna change along the way. And this came on from the idea of LangChain and LangGraph, how do you change. K? And then you want does the agent is the agent going to inherit the chat or not? If it is, is it going to know that it's a new agent or is it an updated agent? These are very minor details, but they really make a difference. So in general, the problem with single agent voice agents is that if you give it a big prompt, it knows everything. And sometimes, you don't want it to know everything. Sometimes, you need it to go through steps because I don't want you're not supposed to skip this step. So in this idea, it's like you are a consent agent, that is your only role. Oh, maybe you are talking to Karim, so it will know the name. You may wanna tell it the time right now is, k, the time, In which format, and in which way are we now?
Karim Malhas [7:19]: We are in, like, let's say, we are in New York. Okay? So this is the time. So this is a simple agent. Okay? And now, what do we want to do? We want to go and we want to give it tools. Okay? Consent is given. And what is another tool? Rejected consent. Okay? What do I wanna do in this case? I wanna go, and I wanna say I wanna do a say, thanks. Have a good day. Goodbye. I don't wanna proceed if he doesn't say consent or he wants to end the call. Call this tool if the user rejected consent or wants to end the call. By the way, this is a very, very simple demo. We've built extremely complicated things on it and just wanna, like, give you an idea of things. You can also always end the call, cold transfer, warm transfer, whatever you want. Now let's just end the call. Now what happens this is where I talk about multi agents that you control it. You multi agents so you gave consent. What do you wanna do?
Karim Malhas [8:13]: Oh, first of all, when I saw this agent, maybe I want him to what do I wanted to say? I wanted to say, hey, at Karim. This call is recorded. Do you have can we have consent to proceed? Okay. And that's it. Next, I wanna go and I wanna say, perfect. Perfect. What is your account number? Like, number. Actually, you're guiding them. This is why we need to guide people into these because when you are in an organization and building something, you always have a script. You don't, like, just to give it, like, agent total agentic. You people are scared of full agentic. So here, your role is to gather the account number. K? You must repeat it digits by digits before proceeding. And maybe I wanted to know what happened before, and I wanna give it one tool, account collected. K. Call this tool to collect the when you collect the account number. Alright? And I want to get the account number in digits. Okay? Maybe you want a list. Maybe it's multiple account numbers.
Karim Malhas [9:27]: Maybe it's a list of objects. And this is where we've noticed that, like, if you're building something like, food delivery, you have the menu and you have the sub items and you need I multiple of them. And you can go into this and say it's a list. It's an object, list of objects, and each one is so on. And this is we've actually done this.
