Write instructions your agent follows
Turn a procedure your team already uses into instructions that hold up on a live call.
Most agents that drift off-script are missing a decision, not a personality. Describe tone in a sentence and spend the rest of the instructions on what to do at each branch.
What to include
- What the agent collects, and in what order
- What to do when a required detail is missing
- The exact conditions that require a transfer to a human
- Anything the agent must never say or promise
Good to know
If two people on your team would handle the same call differently, decide which is correct before writing it down. Ambiguity in the procedure shows up as inconsistency on calls.
