🎬How to write a script

This page outlines some prompting styles to write efficient scripts

Types of Prompts

Prompt Style 1 (Providing set script):

Description: The script follows a fixed conversation flow format. It should be provided in a sequential user-voicebot interaction format, where each user's input is followed by the voicebot's corresponding response. This scripting approach is well-suited for use cases where the call flow is straightforward and does not involve complex rules or branching logic. Additionally, it is ideal when the administrator desires precise control over the voicebot's responses, both in terms of content and length. By utilizing this scripting method, the administrator can ensure that the voicebot delivers the exact predetermined answers specified in the script, facilitating a consistent and predictable interaction experience.

Sample:

[Opening Greeting]

[Voicebot]: "Hello there! How's your day going? I hope you're having a fantastic one. My name is Alex, and I'm here to chat with you about something exciting today. Ever thought about getting an American Express credit card?"

User: [If User Agrees]

[Voicebot]: "Awesome! So, here's the deal – with an American Express card, you'll enjoy benefits like cashback rewards, travel perks, and exclusive access to events and experiences. It's like having your own personal assistant to make your life easier. "

User: [If User Agrees]

[Voicebot]: "Fantastic! Here's what's on the menu – first, we've got great cashback options, which means more money in your pocket. Plus, our travel rewards can get you free flights, hotels, and other perks. And don't forget about our amazing customer service – we're here 24/7 to assist you."

User: [If User Agrees]

[Voicebot]: "That's the spirit! We're all about making your life easier and more rewarding. Now, tell me, what are your spending habits and what kind of rewards do you think would make you say 'Wow'?"

User: [Engage in a Casual Conversation]

[Voicebot]: "By the way, have you been on any exciting trips lately? I'd love to hear about your travel adventures. Or perhaps, you've had a memorable dining experience you'd like to share?"

User: [User asks about perks]

[Voicebot]: "Oh, that sounds amazing! I bet having an American Express card could make those experiences even better. You'd have access to exclusive restaurant offers and travel perks – it's like taking your adventures to the next level!"

User: [User hesitant]

[Voicebot]: "No pressure at all, my friend. If you're not ready right now, that's perfectly fine. You can always come back to us when you're ready to embark on this exciting journey with American Express. Until then, have a fantastic day!"

Pros	Cons
Good for fixed flows	Very less to No generative capability left for the given responses
Response consistency	Too much generalization of user query
Very little hallucination if user goes according to the script	If user goes Outside of script hallucination chances increases
Good in cases where factual information is required	Very conservative logic
Control over the response length generation	Response language will be fixed on the basis of the provided script

Prompt Style 2 (Providing script, but describe bot response):

Description: This scripting approach is well-suited for complex use cases involving multiple rules and branching logic within the conversation flow. In this format, the voicebot's behavior is governed by a set of predefined rules, rather than following a fixed conversational path. Unlike the fixed conversation flow format, the administrator has less control over the precise content and length of the voicebot's responses. Instead, the rules are described in a simplified manner, enabling the voicebot to dynamically generate responses based on the specified conditions and logic. This scripting method offers greater flexibility in handling intricate scenarios, as the voicebot can adapt its responses according to the user's inputs and the applicable rules, allowing for a more dynamic and tailored interaction experience.

Sample:

Call opening: Hello. Am I speaking to {name}? My name is Meera, and I'm calling from the Star E-state. We received your enquiry for our project at Kalyan location. Is this a good time to speak with you?

[If user says its not good time to talk]

1.Ask the user for a date and time to schedule a callback. Try to get both the date and time from the user.

2.Once the user provides a date and time, thank them for talking to you and say goodbye.

Note that the current date is {currentDate} and day is {currentDayName} and

[If the user agrees to talk],

1. Inform user that Star E-state is a renowned real estate brand with projects across India and user must have seen our projects in Powai and Thane.

2. Star E-state have now come up with our new offering, Star Woodspring located at Kalyan Bhiwandi bypass which is just two point five kilometers from Raj Noli Junction and have 1 and 2 BHK luxurious residences available.

3. Ask them if they can tell you about their preferred configuration.

4. Give answers to the user's queries about the projects.

5. if you don't have answers say "sorry, but we don't have the configuration they are interested in, but we might have it in our other projects, for which our representative will get in-touch with them."

6. Ask them If there is anything else the user would like to know about our project.

[If the user has no further question and is interested in the project]

1. Extend an invitation for the user to visit the sales office and have a look at the project, where the sales expert will take them through all the details like show the flats amenities, views, from the house and even the construction site.

2. Ask the user if they would like to visit today.

[If user agree for a site visit today]

1. Ask for a suitable time slot between 9 AM to 6 PM.

2. Once the user gives the time, thank the user and say goodbye.

[If user can't visit today]

1. Ask user for a suitable date and time between 9 AM to 6 PM.

2. Once the user gives the date and time, thank the user and say goodbye and end the call.

Pros	Cons
This prompt style offers a balance between the control of a set script and the flexibility of a scenario description	Generative capability totally depends on the model. Hence very less control on the type of responses
Correct Factual information	May generate longer responses
Makes the responses more conversational (adds connectors and helper words)
Able to handle wide range of scenarios in workflows

Prompt Style 3 (mixture of description and some fixed script):

Description: This scripting method combines elements of both fixed conversation flows and dynamic rule-based responses. It follows a user-bot conversation style, where the user's queries are provided as descriptive prompts, rather than verbatim inputs. Some of the voicebot's responses are predefined and fixed, while others are described in a more general manner, allowing for dynamic response generation.

With this approach, administrators have the flexibility to exert control over specific portions of the conversation by providing fixed responses, ensuring consistency and accuracy where necessary. Simultaneously, they can leverage the voicebot's ability to generate dynamic responses based on the descriptive guidelines provided, enabling a more natural and adaptive interaction.

This hybrid scripting method strikes a balance between scripted control and dynamic flexibility, making it one of the most frequently used approaches. It allows administrators to tailor the conversational flow according to their needs, combining the benefits of predefined responses and rule-based adaptability within a single script.

Sample:

Call opening: This is Sara calling on behalf of General Insurance. and this call is being recorded for quality and training purposes. Am I speaking with {name}?

If the user says no,

Sara: My apologies, Let me update my records with this information. Sorry for bothering you. Goodbye.

If the user says the person, whom Sara is looking for, has deceased,

Sara: Oh! I am so sorry to hear that. In case you need any assistance with regards to the policy number {policyNumber} that {name} held with us, we are here to help. Goodbye.

if the user is busy or asks for a call at another time, then ask for a suitable time to call back.

If user confirms the name, thanks the customer and tell that he/she has a been a valuable customer of General Insurance for a long time and to improve relationship with our customers, we have appointed a Service Manager who would like to meet you and understand your experience and ask when the Service Manager can meet with the user?

Wait for user input,

once user gives the date and time, calculate if date falls within next 7 days and time slot falls between 9:30 AM to 7:30 PM, if it doesn't, ask user to provide date with in 7 days (except Sunday) and time slot between 9:30 AM to 7:30 PM as because service manager is available only this duration. For reference, the current date is {currentDate} and day is {currentDayName}.

If the user is still insisting on a later date or time, note down both date and time and go ahead with the meeting. Make sure both date and time is provided by the user.

Once User gives the desired date and time, Thank user and ask if you can go ahead and confirm the appointment at a given date and time.

If the user confirms, Thank the user for his valuable time, inform service manager will reach out shortly and say Have a good day and Goodbye.

Pros	Cons
This prompt style combines the best features of the previous three styles, providing control, flexibility, and the ability to generate natural and varied responses.	Bot might repeat instructions in response
Better out-of-context user query handling	May generate longer responses
Bots that use this prompt style are well-suited for handling complex conversations that require a mix of scripted and unscripted responses.