How to write a script for a voice bot: opening, questions, objections
A voice bot is exactly as good as the instructions it was given. A script for a bot is not a text read out word for word. It is guidance: who we are, what the call is for, what to ask and what not to say. Here is how to write it.
Start from the goal
Every call needs one goal: book a meeting, check fit and transfer to a rep, answer questions, or take details for a call back. A bot that tries to do everything on one call loses the caller. Write the goal in one sentence at the top of the script.
The opening: ten seconds that decide
The opening has to answer three questions before the person hangs up: who is speaking, from where, and why. Then a short question that invites an answer.
Example: "Hi, this is Maya, the virtual assistant at Acme Roofing. We are offering free roof inspections in your area this month. Do you have a minute?"
- A name and the business name, clearly.
- One sentence on what it is about.
- A short opening question.
- No long small talk and no speech.
The questions: few, and in the right order
Pick three or four questions whose answers decide whether this is a lead. One question at a time, from easy to hard. Tell the bot to listen to the answer and respond to it before the next question, or the call sounds like a survey.
In ENIGMA Voice Bot there is a separate field called "What makes a call a lead". The bot scores every call by what you write there. See lead scoring from 1 to 5.
Objections: write the answers in advance
List the five objections you hear most, and a short, respectful answer for each. "I have no time", "send me an email", "how much is it", "I already have a supplier", "where did you get my number". A good answer acknowledges the objection, replies in one sentence and offers a small step.
Just as important: when to let go. Someone who said "not interested" twice should hear "thank you, have a good day", not a third attempt.
What the bot must never say
- Prices or discounts you did not approve.
- Promises of results.
- Information about other customers.
- Anything it does not know for sure. Instead: "I will check and get back to you".
And if someone asks not to be called again, the bot confirms and marks them that way. It is decent, and the law requires it. See the rules of automated calling.
Test it on real calls
No script comes out perfect the first time. Call the bot yourself, then run it on twenty leads, read the transcripts and mark where the call got stuck. Fix one thing at a time.
Questions and answers
How long should the script be?
Shorter than you think. One clear page beats five pages that contradict each other.
Do I need a separate script for inbound calls?
Yes. On an inbound call the caller took the first step, so the bot listens first and asks later. ENIGMA Voice Bot has a separate training for each direction.
Does the bot follow the script word for word?
No. It holds a free conversation inside the limits you wrote. The opening line it says as written.
See it working on your own leads
ENIGMA Voice Bot calls the leads in your file, rates each one from 1 to 5 and keeps the recording and the transcript of every call.