Template · Call script

Customer support script that resolves tier-1 without hold music

Handle order status, returns eligibility, and FAQ answers — escalate complex cases to humans with full context. Disclosure, opt-out, and no unauthorized refunds.

Deploy this script on SvaraCallAll templates
  • Tier-1 triage
  • Order lookup
  • Escalation
  • 24/7 coverage

73%

Tier-1 containment in ecommerce pilots

−45%

Average hold time vs queue-only IVR

16

Script turns with escalation branch

24/7

Support coverage without night shift

Problem

Why teams need a structured script

Support queues spike after sales events. Tier-1 questions — where is my order, how do I return — clog lines while complex cases wait.

Today

What goes wrong without a script

  1. 1Customer waits in IVR loop — presses 0 repeatedly.
  2. 2Agent asks for order ID already provided in app.
  3. 3Inconsistent answers on return policy.
  4. 4No recording disclosure on some outsourced desks.
  5. 5Escalations lose context — customer repeats story.

With SvaraCall

How SvaraCall runs this script

  1. 1Agent greets with brand, disclosure, and order ID prompt.
  2. 2Lookup order status via API integration.
  3. 3Answer FAQ from knowledge base — grounded, not guessed.
  4. 4Escalate refunds and disputes to human with transcript.
  5. 5Offer opt-out for satisfaction survey callbacks.

Script advantages on AI voice

  • Faster tier-1

    Order status and return eligibility answered in under two minutes.

  • Grounded answers

    Knowledge-base RAG reduces hallucinated policy answers.

  • Clean escalation

    Human gets transcript and disposition — no repeat story.

  • After-hours coverage

    24/7 tier-1 without Bangalore night shift.

Operational outcomes

Tier-1 containment rate
73%

Tier-1 containment rate

Hold time reduction
−45%

Hold time reduction

Cost per contained support call
₹12

Cost per contained support call

Disposition codes

CodeMeaningNext action
RESOLVEDIssue resolved tier-1Close ticket; optional CSAT SMS
RETURNReturn initiatedSend return link; log RMA
ESCEscalated to humanWarm transfer with transcript
FOLLOWNeeds callbackSchedule human callback window
OPT_OUTNo survey callsSuppress satisfaction callbacks

Full support script (English)

Agent: Hello, thank you for calling BrandCo support — I'm Ananya, an AI assistant. This call may be recorded for quality. How can I help you today?
Customer: Where is my order? Number 78432.
Agent: One moment — order 78432 shipped yesterday via Delhivery, expected delivery tomorrow by 6 PM.
Customer: I want to return one item.
Agent: That item is eligible for return within 7 days of delivery. I'll send a return link by SMS — or I can transfer you to an agent for instant refund approval.
Customer: SMS link is fine.
Agent: Sent. Anything else I can help with?
Customer: No, that's all.
Agent: If you'd prefer not to receive post-call satisfaction surveys, tell me now and we'll skip them.
Customer: Skip surveys, thanks.
Agent: Done. Thank you for calling BrandCo — have a great day.

Deploy in four steps

  1. Step 1

    Connect order API

    Shopify, WooCommerce, or custom OMS lookup.

  2. Step 2

    Load knowledge base

    Return policy, shipping SLAs, and warranty terms.

  3. Step 3

    Define escalation rules

    Refund > ₹5000, legal threat, or angry sentiment → human.

  4. Step 4

    Pilot peak week

    Run during sale event and measure CSAT delta.

Related resources

Customer Support Script FAQs

Can the AI issue refunds?
No — it explains eligibility and escalates approved refund requests to human agents with order context.
TRAI compliance for support callbacks?
Service transactional templates for existing customers. Survey callbacks need separate consent.
Medical or legal advice?
Never — escalate health, legal, or safety issues to qualified staff immediately.
Recording disclosure?
Required at call start per script — recordings attach to ticket.
Opt-out from survey calls?
Honored immediately; transactional order updates may continue per policy.

Resolve tier-1 with AI support scripts

Connect your order API and run this support script through a peak week — measure containment vs queue baseline.

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