Control conversation workflows with scenarios
Bring system into your calls. Learn how to define different call reasons in the conversation guide using scenarios (e.g., "Emergency", "Offer") and ask the right questions for each case.
Not every call is the same. A new customer requesting a quote requires a different approach than an existing customer reporting an issue. To handle these different concerns professionally and efficiently, you can teach your Safina to think in scenarios.
Scenarios are the most powerful tool in the conversation guide to pre-sort your calls and ensure that the right questions are always asked.
The Concept: What is a Scenario?
A scenario is a template defined by you for a typical call type in your business. You essentially create different "playbooks" for your AI assistant.
A craft business often has the following call scenarios:
Scenario 1: Reporting an Issue: A customer reports that something is broken.
Scenario 2: Requesting a Quote: A prospect wants an estimate.
Scenario 3: Scheduling an Appointment: A customer wants to change an existing appointment.
Scenario 4: Miscellaneous: All other, not clearly definable concerns.
At the beginning of the conversation, Safina tries to find out which of your scenarios best fits the caller's concern. Based on this categorization, she then only asks the questions that you have set for exactly this scenario.
How to Create Scenarios and Questions
You make these settings in the "Conversation Guide", which you can find in the "Safina AI" tab.
Step 1: Create a New Scenario
When you edit your conversation guide, you start by defining your typical reasons for calls as scenarios. In an industry template, these are already created for you.
You give each scenario a clear title, for example: "Scenario 1: Requesting a Quote".
Step 2: Define the Framework for the Scenario
Next, you briefly describe what the scenario is about. You "brief" the AI with the context. For example:
"When a new customer calls to inquire about a quote for a bathroom renovation, ask the following questions:"
Step 3: Assign the Relevant Questions
This is the crucial part. You now set the specific questions that are only relevant in this scenario.
For a request for a quote, these might be questions about the name, address, size of the bathroom, and desired budget.
For a report of an issue, on the other hand, the questions might include the exact nature of the issue, urgency, and whether any measures have already been taken.
How you detail the different types of questions (text, yes/no, date, etc.) will be shown to you in our next guide. [Note: Insert the link to article #28 here]
Important: The "Catch-All" Scenario
We strongly recommend always creating one last, general scenario called "Miscellaneous Concern". This serves as a catch-all for all calls that do not clearly fit into your other categories. Here, Safina can simply ask about the concern in general and summarize it for you.
From Chaos to Organized Processing
By using scenarios, random calls become pre-sorted, structured tasks. You can immediately see in the summary what type of case it is and already have all the necessary information ready to start processing.
Your Safina Team
