What should a generated customer behaviour pack contain?

Ask for a behaviour specification that controls how a generated customer responds as the interaction develops.

- Define facts the customer volunteers immediately. - Identify facts revealed after a relevant question. - Specify terms the customer asks to have explained. - Record questions the customer declines to answer. - Define responses to repeated information requests. - Model withdrawal from the referral process. - Keep underlying circumstances stable across paraphrases.

These rules let an environment respond to actions without turning the customer into an unrestricted improviser. A retail account customer can explain difficulty making repayments, ask what a referral involves and decline to provide detailed expenditure figures to the initial service agent. Each response can follow a defined rule tied to the conversation state.

The pack can include permitted response variations and a private fact sheet used by the customer simulator. Builders should distinguish changes in wording from changes in business facts. A different phrasing must not silently alter willingness to proceed or account authority.

MirrorFirm could generate these behaviour definitions alongside the referral tasks. Scope the intended interaction range explicitly, because a bounded customer model cannot reliably support every possible conversation an agent might initiate.