How to write a script for an AI voice operator: how it differs and a sample
Sado AI team · · 5 min read
In short
A script for an AI operator isn’t a text to read word for word but an eight-part brief: company and operator name, a short greeting, the goal of the call, questions, the facts it may give (prices, address, hours), what it must not promise, the rule for transferring to staff, and the goodbye. The operator answers only from your facts, so write them complete and short. Write the way people talk on the phone. Test it yourself with awkward questions before launch, then read the transcripts and fix it.
How an AI operator script differs from a script for people
A human operator usually gets a word-for-word text: “say this first, then that”. An AI operator doesn’t read a text; it talks with the caller live. You write down not what to say, but what to achieve, what to ask and what it knows. It builds the rest of each reply around the caller’s questions.
| Script for a person | Script for an AI operator | |
|---|---|---|
| Form | Word-for-word text | Goal, questions and facts |
| Prices | The operator remembers or looks them up | Gives only what’s in the written facts |
| Unknown question | The operator answers on their own | “A manager will call back”, a task is created |
| Language | Whatever the operator speaks | Uzbek or Russian: the caller’s language |
The 8 parts of the script
- Company and operator: name, operator name, tone. For example: “Pit Usta car service, operator Shohruh, polite and brief”.
- Greeting: who and why, in one line. “Assalomu alaykum, Pit Usta, Shohruh speaking.”
- Goal: how the call should end. “Book the caller in for a diagnostic check.”
- Questions: 3–5, in order. Mark the required ones: car model, the problem, a convenient day, name.
- Facts: short answers to common questions — address and landmark, hours, main prices, payment options. The operator says only these.
- What not to promise: discounts, an exact ready date, a repair price without inspection.
- Transfer to staff: when to put a person on. For example, a car broken down on the road goes straight to a mechanic.
- Goodbye: repeat what was agreed. “So, Thursday at ten. See you then.”
How to write the script
- Listen to recent calls or ask your receptionist: which 10 questions do callers ask most? They become your facts.
- Write each answer as one short line: “Hours: Monday to Saturday, 9:00–19:00”. A fact, not a paragraph.
- Write the way you speak on the phone: “I’ll book you in”, “does that suit you?”. Formal letter phrases sound unnatural in a voice.
- Note how to pronounce names the voice may misread: company name, street, product.
- Make 10 test calls yourself: ask the price, interrupt, switch to Russian, ask something that isn’t in the facts.
- In the first week, read a few recordings and transcripts every day. Where the operator goes wrong, fix that part.
Sample: a question that isn’t in the facts
Sado: Assalomu alaykum, Pit Usta car service, Shohruh speaking.
Caller: My Cobalt’s gearbox is jerking. How much is the repair?
Sado: I see. The mechanic will give the exact price after looking at the car. Shall I book you in for a diagnostic check?
Caller: How much is that?
Sado: The check is 100,000 so‘m. Tomorrow we have ten or three free. Which suits you?
Caller: I’ll come at ten.
Sado: All right, booked for ten tomorrow. What’s your name, please?
Caller: Bahodir.
The check price is in the facts; the repair price isn’t. So the operator gave the first and didn’t invent the second. The prices are only an example.
How the script is set up in Sado
For Sado’s AI operator, Sado’s team sets up the script with you: questions, prices, hours, the transfer rule. The operator speaks in your company’s name, with the name and tone you choose — in Malika’s or Shohruh’s voice, in Uzbek and Russian. It doesn’t make things up: if it doesn’t know, it says a manager will call back and creates a task. Asked directly, it doesn’t pretend to be human. The same script works for auto-calls too.
After launch, each call’s recording and transcript are in the Calls section, and the portal assistant «Yordamchi» answers your questions about calls: for example, what callers asked most this week. That’s how you keep improving the script. Try it live or call 78 778 01 23.
Questions
Does an AI operator read the script word for word?
No. It talks live, guided by the goal, questions and facts, and answers what the caller actually says. So write the script as short rules and facts, not a long monologue.
Which language should the script be in?
Whichever is easier for you. The operator speaks Uzbek and Russian and answers in the caller’s language. Note separately how names are pronounced.
What if a price changes?
Update it in the facts or tell Sado’s team. Keep prices in one place so an old price doesn’t linger anywhere. More common questions: FAQ.