Creating a Script

An Eqho AI Agent Script contains the actual words, phrases, and dialogue your agent uses when interacting with customers.

Detailed Description

Creating an Eqho AI Agent script is like writing a sophisticated conversation guide for your digital team member. You're crafting the exact words and responses your agent will use to engage with customers, while building in enough flexibility to keep conversations natural and personalized.

A script is your agent's vocabulary and dialogue handbook. It includes everything from greeting customers and explaining services to handling questions and closing conversations. What makes Eqho scripts particularly effective is their ability to combine carefully crafted responses with natural conversation flow, ensuring each interaction feels both professional and personal.

Here's what makes up a great script:

• Welcome messages and introductions

• Core service explanations and descriptions

• Question responses and clarifications

• Problem-solving dialogue

• Transition phrases and segues

• Closing statements and follow-ups

• Empathy statements for various situations

• Alternative phrasings for variety

These elements work together to create a consistent voice while allowing for natural conversation flow.

Think of script writing as creating your agent's distinctive voice. You're not just programming responses - you're crafting a conversational style that reflects your brand and resonates with your customers. Each phrase should sound natural while clearly conveying your message.

Important Note About Greetings

Greetings are configured at the agent builder level, not within the script builder. Your agent's greeting can include variables like the agent's name and the customer's name. For example:

• "Hello, this is {Agent Name} from Sam's Autoshop, how may I assist you today?"

• "Good morning {Customer Name}, I'm {Agent Name}, your dedicated support specialist."

These greetings remain consistent even when switching between different scripts, ensuring a uniform initial interaction across all conversations.

Script Adherence Setting

The script adherence slider controls how strictly your agent follows the script:

• 100% Adherence: Agent follows the script word-for-word, regardless of context. Ideal for legal/medical scenarios requiring exact language.

• Medium Adherence: Agent can skip redundant script elements if information was already provided.

• Low Adherence: Agent uses the script as a general guide while relying more on its role definition to shape responses.

Choose the adherence level based on your compliance requirements and desired conversation flexibility.

Writing Effective Dialogue

Opening Conversations

• "Welcome to [Company Name]! I'm [Agent Name], and I'm here to help you with [specific service]."

• "Thanks for reaching out! How can I assist you today?"

• "Hello! I'm [Agent Name], your dedicated [service] specialist."

Explaining Services

• Keep explanations clear and concise

• Use everyday language rather than technical terms

• Break down complex information into digestible pieces

• Include relevant examples when helpful

Handling Questions

• Create direct, clear answers

• Include follow-up questions to ensure understanding

• Prepare alternative explanations for complex topics

• Write clarifying questions for ambiguous situations

Showing Empathy

• "I understand how frustrating this situation must be..."

• "I hear your concern about..."

• "Let me help you resolve this..."

• "I appreciate your patience while we..."

Transitioning Topics

• "Now that we've addressed [X], let's talk about..."

• "Before we move on, is there anything else about [X] you'd like to know?"

• "Let me guide you through the next step..."

• "That's a good question. Let me explain..."

Closing Conversations

• Summarize what was accomplished

• Confirm all questions were answered

• Provide next steps if applicable

• End with a warm closing statement

Best Practices

Tone and Style

• Match your brand voice

• Keep language friendly but professional

• Use clear, concise phrasing

• Avoid jargon unless necessary

• Maintain consistency across responses

Natural Language

• Write like people speak

• Vary sentence structure

• Include conversation fillers sparingly

• Use contractions when appropriate

• Keep responses concise but complete

Using Variables

Variables can be added to any script line using the @ symbol. Common variables include:

• @firstName, @lastName - Customer's name

• @lastConversation - Summary of previous interactions

• @currentTime - Current time/date

• @extractedData - Data from previous actions

• @companyInfo - Company-specific information

• @agentName - Name of the AI agent

• @customField - Any custom variable you define

Example usage: "I see from our records that you contacted us on @lastContact about @previousIssue. Has this been resolved, @firstName?"

Script Templates

The script builder allows you to save scripts as reusable templates. Benefits include:

• Quick deployment of similar scripts across multiple agents

• Consistent conversation patterns across your organization

• Easy updates to all agents using the same template

• Time savings when creating new agents

• Standardization of successful conversation flows

To create a template:

1. Build and test your script

2. Click "Save as Template" in the script builder

3. Name and categorize your template

4. Add any relevant notes or usage guidelines

Personalization

• Leverage variables for dynamic content

• Create variations of common responses

• Build in contextual references

• Allow for customization based on situation

Clarity and Precision

• State information directly

• Break down complex ideas

• Use specific examples

• Confirm understanding at key points

Example Script Sections

Service Introduction

"Our [Service Name] helps you [benefit] by [explanation]. Would you like me to tell you more about how it works?"

Alternative: "Let me explain how [Service Name] can help you achieve [goal]. It's designed to [explanation]."

Problem Resolution

"I see you're having an issue with [problem]. Let me help you resolve that. First, could you tell me when you first noticed this?"

Follow-up: "Thank you for those details. Based on what you've described, here's what we can do..."

Closing Interaction

"I'm glad I could help you with [specific outcome] today. Is there anything else you need assistance with?"

Alternative: "We've completed [action] today. You should receive [follow-up] within [timeframe]. Please don't hesitate to reach out if you need anything else."

Remember, your script should evolve based on actual conversations and customer feedback. Regular updates and refinements will help your agent better serve your customers while maintaining a natural, engaging dialogue style.