The four parts of a good service call script
- Greeting: Name the business and create confidence quickly.
- Need: Ask for the service problem in plain language.
- Booking: Offer a real next step based on approved rules.
- Escalation: Hand off anything risky, unclear, or high-value.
Script 1: standard booking call
"Thanks for calling Summit Heating and Air. This is Tommy. I can help get you pointed in the right direction. What is going on with the system today?"
"Got it. Is this for your home or a commercial property? And what is the address where service is needed?"
"We have an opening between 2 and 4 today. Want me to hold that window and send a confirmation text?"
Script 2: urgent issue
"That sounds urgent. Before I schedule it, I want to make sure this is routed correctly. Is there any flooding, burning smell, electrical issue, or safety concern right now?"
If the answer is yes, Rivvet should escalate instead of continuing like a normal booking call.
Script 3: out-of-area or wrong-fit call
"I want to be upfront so we do not waste your time. That address may be outside the normal service area. I can send this to the team for review, or if you prefer, I can text you the closest area we currently cover."
What not to script
Do not script fake empathy, exact pricing, or promises the team cannot keep. A strong AI receptionist is specific about the next step and careful about anything the shop has not approved.
If a real dispatcher would not be allowed to say it, the AI receptionist should not say it either.