Guide
How to write an AI calling script
A good AI calling script is short, polite and built around one goal. This guide walks through each part, with an example you can adapt.
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Start with one goal
Write the goal at the top of the script. Every question should move the call towards it. Good goals are specific:
- Book a site visit
- Confirm an appointment
- Remind about a renewal
- Find out whether an enquiry is still interested
The first ten seconds
Say who is calling, on behalf of which business and why, in one or two sentences. Then ask whether it is a good time. Being open that it is an AI assistant builds trust from the start.
Ask short questions, one at a time
- One question per turn
- Offer simple choices: "this weekend or next weekend?"
- Confirm what you heard: "So, Saturday at 11 AM?"
- Keep long product details out of the call, and share them afterwards
Plan for common replies
| When the person says | The AI agent says or does |
|---|---|
| "I am busy right now" | No problem. When would be a better time to call? |
| "Not interested" | Understood, thank you for your time. We will not call you about this again. (Mark the number as do-not-call.) |
| "Send me the details" | Sure, our team will share the details. Is this the best number to reach you? |
| "How much does it cost?" | Share the price range you approve, or say the team will send the exact price. |
| "Are you a robot?" | Yes, I am an AI assistant calling for the business. I can connect you to the team if you prefer. |
| "Wrong number" | Apologise, end the call politely and mark the number so it is not called again. |
When to hand over to a person
- The person asks for a human
- They are ready to book or buy
- They raise a complaint or a sensitive issue
- The AI agent does not have the answer
End the call well
Repeat the next step, thank the person and end politely. A clear ending, such as "Our team will call you on Saturday morning to confirm", leaves no confusion about what happens next.
Example script
Example script: site visit follow-up (a fictional business)
- Goal
- Book a site visit for a recent enquiry.
- Opening
- "Hello, I am the virtual assistant from Green Acres Homes, calling about the 2 BHK enquiry you made on our website. Is this a good time for two minutes?"
- Question 1
- "Are you still looking for a 2 BHK in this area?"
- Question 2
- "Would you like to see the sample flat this weekend or next weekend?"
- Question 3
- "Which time suits you better, morning or evening?"
- Confirm
- "So, Saturday morning. Our team will call you to confirm the exact time."
- Hand-over
- If the person asks to negotiate or book: "Let me connect you to our sales team now."
- Not interested
- "Thank you for your time. We will not call you about this again."
- Close
- "Thank you, have a good day."
Checklist before you go live
- The goal is written at the top
- The opening is two sentences or less
- Every question has an expected answer and a next step
- There are replies for busy, not interested, wrong number and "are you a robot?"
- Hand-over rules are agreed with your team
- The script was tested on a few colleagues before real calls
Questions people ask
How long should an AI calling script be?
As short as the goal allows. A reminder needs a few lines; a qualifying call needs a few questions. If a step does not move the call towards the goal, cut it.
Should the script be in Hindi or English?
Use the language your customers use. For many Indian audiences a simple Hindi or Hinglish script with English product names reads naturally. Test both if you are unsure.
Can the AI agent go off-script?
It can answer common questions from the information you provide, but it should stay within your approved script and facts. Anything else should go to your team.
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