Principles for voice AI scripts
- Write for the ear, not the eye — read every line aloud
- Keep turns short (10–20 words max per AI turn)
- Acknowledge the caller before pivoting
- Handle interruption gracefully — never recite a long monologue
- End every turn with a question or clear next step
Anatomy of a good qualifying flow
- Greeting (5 seconds)
- Identify intent (1–2 turns)
- Qualify against acceptance criteria (3–5 turns)
- Offer the right next action (book, transfer, capture for follow-up)
- Confirm and close
Common mistakes
- Long monologues that callers interrupt
- Robotic question chains without acknowledgment
- No fallback for unexpected input
- Inconsistent tone across the conversation
Frequently Asked Questions
- Should I script every line?
- No. Modern LLMs handle natural conversation if given the right system prompt. Script the structure, not every line.