AI Virtual Receptionist Scripts: 15 Best Custom Templates by Industry

Customizable scripts for an AI virtual receptionist service ensure consistent, professional communication, improving call routing, data collection, and customer engagement. They also provide adaptability for various scenarios and cost-effective scaling, which reduces call abandonment rates and improves overall efficiency.

• Consistent Caller Experience: A clear, professional script ensures every caller hears the same message. This avoids confusion and keeps communication consistent.
• On-Brand Communication: Scripts can be adjusted to match your brand’s voice, tone, and messaging. Whether it’s formal or friendly, your AI sounds like part of your team.
• Adaptability to Different Scenarios: You can set different scripts for sales, support, appointment booking, and billing. This helps your AI receptionist reply the right way for each type of call.
• Quick Script Updates: As your business grows, you can easily update scripts to reflect new services, holiday hours, promotions, or policy changes.
• Multilingual Capability: Scripts can be translated and customized for multiple languages. It helps businesses serve global audiences.
• Improved Call Routing: With clear instructions in the script, your AI receptionist can guide callers to the right department, reducing hold times and call drops.
• Better Data Collection: Custom scripts can include prompts to gather specific caller details like names, email addresses, or case numbers, providing clean data directly into your CRM.
• Cost-Effective Scaling: Instead of hiring more human agents during high call volume, you can expand your AI receptionist’s capabilities just by refining or adding a script.
• Lower Call Abandonment Rates: Custom scripts help AI virtual receptionists respond faster and accurately. This keeps callers engaged and reduces the call abandonment rate.

Here are examples of standard and industry-specific scripts for an AI virtual receptionist designed to optimize customer service and streamline call management. You can tailor these scripts to match your brand's tone and use them as needed.

Standard AI virtual receptionist scripts help businesses deliver clear, consistent, and professional communication from the very first call. These scripts are helpful for handling common scenarios like greetings, call routing, voicemail, and after-hours messages.

1. Greeting & Introduction Scripts

When the phone line connects, the greeting is the first interaction that callers hear. A well-crafted greeting script sets a professional tone and welcomes the caller.

2. Call Routing Script

A call routing script enables your AI virtual receptionist to direct callers to the correct department quickly and efficiently. It saves time, avoids confusion, and improves the overall caller experience.

3. After-Hour Scripts

When your business is closed, the after-hours scripts ensure that you respect the customer’s time, providing alternative options like leaving a message or contacting the emergency support line.

4. Voicemail Prompt Script

When the customer reaches your voicemail, provide them with clear instructions on how to leave a voicemail. Here, your AI receptionist requests the necessary information, so you can return the call at your earliest convenience.

5. Holiday Update Scripts

Holiday scripts are designed to keep your customers informed about holidays when your company remains closed. Typically, there are two types of scripts: one for upcoming holidays and one for during the holidays.

Upcoming Holidays:

During the Holidays:

6. Appointment Scheduling Script

An appointment scheduling script helps your AI virtual receptionist guide callers through booking a meeting or service. It collects the preferred date, time, and purpose, making the process easy and organized.

Initiating Scheduling:

Confirming Appointment:

7. Temporary Closure Scripts

Temporary closure scripts are designed for businesses that are temporarily closed due to maintenance, emergency, or other circumstances. They provide essential information to callers quickly and clearly, letting them know why the business is unavailable.

8. Customer Feedback Script

A customer feedback script lets your AI virtual receptionist ask callers to share their experience after the call. By doing so, businesses can gather useful insights that can be used to improve customer satisfaction.

9. Call Transfer Scripts

A call transfer script allows your AI receptionist to smoothly connect the caller with the right team or agent. This keeps the conversation going without making the caller repeat their issue.

10. Closing Statements

With a closing statement script, your AI virtual receptionist ends calls politely and professionally. It leaves a good final impression and guides the caller on what to do next if needed.

Industry-specific AI Receptionist Scripts cater to the unique needs of businesses in various fields, including healthcare, real estate, law, e-commerce, and hospitality. They provide a tailored experience that is specific to the service and process within the industry.

11. Healthcare

For healthcare services, customized scripts help manage patient interactions efficiently. Whether for appointment scheduling or refilling prescriptions, they reduce staff workload while providing effective service. However, these scripts must ensure secure text messaging for healthcare to safely manage patient information.

Initial Greeting:

Appointment Scheduling:

Urgent Care/Emergencies:

12. Real Estate

Real estate agencies regularly get inquiries about properties, visits, and client support. These scripts automate processes and ensure potential clients receive timely and accurate information.

Initial Greeting:

Buyer/Seller Lead Capture:

Schedule Viewing Script:

13. Legal Firms

Legal firms require a more formal and precise approach to customer interactions. These scripts enable clients to schedule consultations, check case statuses, and address urgent legal matters in a smooth and automated manner.

Initial Greeting:

New Client Intake:

14. E-Commerce

E-commerce businesses rely on fast, efficient customer service. The following AI virtual receptionist scripts automate common inquiries like order status, product details, and returns, ensuring customers have access to the information they need at any time.

Initial Greeting:

Order Status:

Product Information:

Promotional Offers:

15. Hospitality Service

In the hospitality industry, guests expect fast responses, clear information, and personalized service. AI virtual receptionist scripts help meet these needs by automating routine tasks, such as managing guest calls, booking requests, and check-in support, with speed and consistency.

Initial Greeting:

General Information:

Booking Confirmation:

When creating scripts for the AI virtual receptionist, first understand the customer’s common needs and then create a clear and concise script. Also, maintain a professional tone, manage after-hours calls, and provide a human assistant if needed to ensure effective client support.

Identify the most frequent reasons for customers to call your business. Understand their common inquiries, such as FAQs, appointment booking, or basic support. Tailoring the scripts to address those needs ensures your virtual receptionist can effectively handle the majority of customer queries.

Keep the AI receptionist scripts clear and straightforward. Ensure each option is concise and understandable. Clear instructions make it easier for customers to interact with the AI receptionist.

Even though it’s an automated system, the script's tone should convey a professional and welcoming feel. A friendly yet business-like tone helps set the right expectations and builds trust with the caller. Additionally, ensure the tone aligns with the values and nature of your business.

Program the AI to provide direct answers to common questions, such as business hours, routing, or basic inquiries. This reduces the need for customers to speak to a live agent for simple queries.

When a live interaction is required, make sure that your script gathers the necessary information before transferring the call. This may include details like the caller’s name, reason for calling, or account number. This information helps route the call more effectively to the right department, saving time for both the customer and the support team.

Clearly communicate to callers when your business is closed and offer alternatives for reaching support. Offer an option to leave a message, use an emergency contact number, or direct them to online resources. This ensures callers know when they can expect a response and how to get help when your business is unavailable.

Always give callers the option to speak with a live agent or leave a message if their needs aren’t fully met by the AI system. Human assistance ensures a smooth experience and keeps customers satisfied if the issue is complex or urgent, when automation isn’t enough.

Creating scripts is not a one-time task; it requires ongoing maintenance and updates. Regularly review call logs, user feedback, and AI transcripts to identify areas for improvement. Since customer needs can change over time, it’s important to keep refining the script to stay relevant and effective.

Customizable AI virtual receptionist scripts are valuable for businesses seeking to enhance their customer service operations. These scripts enable the AI to handle a wide range of inquiries, from straightforward questions to more complex requests, while maintaining a professional tone and delivering accurate information.

But while a good script matters, the right tool to run it is just as important. You need a platform that makes it easy to manage calls, update scripts, and handle callers the right way.