The four-part structure
Every effective AI voice script. For any use case. Follows the same skeleton:
- Part 1: Disclosure + permission (10 sec). Name, brand, AI status, 'do you have 30 seconds?'
- Part 2: Context (15 sec). Why we're calling, reference specific cart / order / appointment
- Part 3: The ask + listen (40 sec). Open question, let them talk, handle objection
- Part 4: Resolve (25 sec). Close the loop (send link, book swap, update card) and confirm
Part 1. Open with disclosure and permission
Required for EU AI Act compliance, and also just good manners. The right opener: brand-first, AI-disclosed, permission-asked.
- GOOD: "Hi, is this Sarah? This is Carla calling on behalf of Brand. Just a quick AI-assisted follow-up, do you have 30 seconds?"
- BAD: "Hi! I'm an AI agent calling about your abandoned cart at Brand. We have a special offer for you today!"
Part 2. Reference something specific
Generic openers ("we noticed you abandoned a cart") feel like spam. Specific references ("the linen bedding in oat at €127") feel like a real person looked at your order.
Always reference: product name, variant if applicable, total amount. Skip: discount codes, urgency, persuasion in this step.
Part 3. Open question, then listen
The single biggest mistake in AI voice scripts: trying to close in part 3 instead of listening.
Right move: ask an open question and let the agent handle whatever comes back. "Was something unclear?" or "Anything I can help with?" outperforms "Would you like to complete your order?" by 2–3×, because it surfaces the real objection.
- Cart recovery: "Was something unclear about the product or checkout?"
- Win-back: "Anything that stopped you reordering, or just got busy?"
- Payment: "Just wanted to see if everything's okay with your card?"
- Booking confirm: "Is Tuesday at 3pm still good, or do you need to push?"
Part 4. Resolve in the channel of least friction
Don't try to close the order on the call. Send the link by SMS or WhatsApp while still on the call. "sending now, you'll see it in 10 seconds." Letting the customer act on their phone, post-call, converts better than verbal closing.
Exception: payment reminders, where a card update can happen via PCI-DSS link in real time during the call. Same principle. Link to action, don't pressure on the line.
What to avoid
Three patterns that tank conversion + customer sentiment:
- Discount-leading opens. Gives away margin and signals desperation
- Multi-objective calls. One call = one job. Don't NPS + upsell + reschedule in 90 seconds
- Long backstory before the ask. "As you may know, we've been around since 2018..." loses 30% of calls in the first 15 seconds