How to Customize Phone Call Instructions and Scripts for Your AI Agent?

Difference Between Instructions and Scripts

1. Instructions
   Instructions provide general guidelines on the agent's behavior during the call. They are not specific phrases but rather directives on how the AI agent should behave. This can include recommendations on the tone of the conversation, how to handle objections, or tips for maintaining emotional rapport with the client.

   Example of Instructions:

   • Be polite and friendly.
   • Use simple, everyday language.
   • Avoid technical jargon.
   • Always stick to the topic of the call.
   • When asked, "Are you a bot?", respond: "Yes, I am an AI-powered assistant, not a real human."
   • Ask more questions to better understand the client's problems and pain points.

2. Script
   A script is a specific set of phrases and questions the AI agent will use during the call. It is a step-by-step guide that outlines what to say and when to say it based on the client's responses. It includes options for different scenarios, depending on how the client reacts.

   Example of Script:

   • Step 1: Permission to Speak
     "Hi [Name], this is [Your Name] from [Company Name]. Do you have a few minutes to talk?"
   • Step 2: Pitch & Needs Discovery
     "Usually, when I speak with founders and CEOs, they face challenges like [problem description]. Does this sound familiar to you?"

How to Customize Instructions and Scripts for Your AI Agent

1. Personalizing Instructions

Instructions can be customized to match your brand's tone and communication style. Here are a few ways to personalize the instructions for your needs:

• Communication Tone: If you want the agent to be more formal or casual, this can be reflected in the instructions. For example:

  • "Be polite and formal, using terms appropriate for corporate settings."
  • "Keep the tone informal and friendly to create a conversational atmosphere."

• Handling Objections: You can specify how the agent should respond to certain objections or questions. This ensures the agent maintains the right emotional tone and guides the conversation toward a successful outcome.

  • "If the client says they don’t have time, offer a brief summary and suggest following up later."

• Focusing on Client Problems: Specify what the agent should ask to understand the client's specific needs. This will help the AI agent dig deeper into the problem and position your product or service correctly.

  • "Ask questions to explore the client's pain points more thoroughly, so the agent can identify how your product fits into their needs."

2. Personalizing the Call Script

The call script outlines the exact steps the AI agent should take. It's crucial that the script aligns with your sales process and customer interaction model. Here are some ideas on how to adjust the script to fit your needs:

• Permission to Speak:
  The first step in any call is to get the client’s permission to proceed with the conversation. You can customize this question according to your situation:

  • "Hi, [Name], this is [Your Name] from [Company Name]. Do you have a few minutes to discuss how we can help your business?"
  • "Good day, [Name], this is [Your Name] from [Company Name]. I have an interesting offer for you—do you have a moment?"

• Discovery Questions:
  Based on your product or service, the AI agent can ask questions that are most relevant to your target audience:

  • "We often work with companies facing issues like [problem description]. Does that sound like your situation?"
  • "How are you currently handling [problem description]? Are there any challenges you're facing?"

• Next Steps:
  At the end of the call, it’s important to propose the next step. This might involve scheduling a meeting, sending additional information, or providing a demo.

  • "Would you be open to scheduling a quick 20-minute call to explore this further?"
  • "Would it be convenient to send you more details via email to discuss later?"

3. Setting Up Responses to Common Questions

The AI agent can also be configured to handle common questions that may arise during the call. This can be useful for addressing inquiries about pricing, technical specifications, or other key aspects of your product or service:

• "How does your product help with solving [specific problem]?"
• "We can provide additional information or a demo after this call. Does that work for you?"

4. Customizing Scripts for Different Client Types

If your business serves different types of clients (e.g., small businesses, mid-sized companies, or large enterprises), you can create different scripts for each segment. For example:

• For small businesses, use a more informal tone and emphasize saving time and money.
• For larger enterprises, the scripts may be more technical, focusing on ROI (Return on Investment) and efficiency.

Conclusion

Customizing instructions and scripts for your AI agent allows you to tailor phone calls to your brand, communication style, and client needs. This ensures that your AI agent can effectively engage with clients, making the call process more personalized and efficient. By following the guidelines in this article, you can easily adapt the instructions and scripts to meet your requirements, improving the chances of a successful conversation and ultimately, a conversion.