How conversational AI is replacing the contact centre script
By Akhil Gupta, Co-founder & CTPO, NoBroker
“We sincerely apologise for the inconvenience caused. We value your relationship with us and are committed to resolving your concern at the earliest.”
If you have ever called a bank, an insurance company, a telecom provider, or an ecommerce helpline in India, you have heard some version of this sentence. Possibly more than once on the same call. Sometimes right before a transfer, where the next agent says it all over again.
The sentence is not wrong. It is polite, professional, and ticks every box on the quality scorecard. But for a growing number of customers in India, it is the exact moment they decide to stop calling and start looking for a competitor.
Why Scripts Became a Problem
Scripts were never a bad idea. When you are running a contact centre with hundreds of agents handling millions of conversations, a script brings...
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