Prompt engineering is the deliberate craft of designing prompts: structuring instructions, adding examples, defining output formats, and iterating until results are reliable. At product scale it becomes a disciplined practice closer to programming than to chatting.
Well-engineered prompts turn a demo into a dependable feature. They are also reusable — which is exactly the idea behind curated command libraries like the one in this Academy.
A support team refines one tested prompt that classifies tickets consistently, instead of every agent improvising their own wording each time.