Introduction
Good flow design is the foundation of successful AI phone agents. This guide covers essential principles for creating intuitive, effective conversation flows that provide value to your callers.Core Design Principles
1. Keep It Simple
Rule of Thumb: If you can’t explain your flow in 30 seconds, it’s probably too complex.
- Limit decision points to 3-4 options maximum
- Use clear, conversational language
- Avoid technical jargon
- Provide obvious next steps
2. Start with the End in Mind
Before building your flow, clearly define:- What is the primary goal of this conversation?
- What information do you need to collect?
- What action should the caller take?
- How will you know the call was successful?
3. Design for Real Conversations
Real phone conversations are dynamic and unpredictable. Design your flows to handle:Interruptions
Callers may interrupt or ask questions at any time
Clarifications
People may need to repeat or clarify information
Emotional States
Callers may be frustrated, confused, or in a hurry
Technical Issues
Connection problems or background noise
Flow Structure Guidelines
Opening Strong
Your first 10 seconds determine the entire call experience: Good Opening:“Hi! I’m your AI assistant from [Company]. I’m here to help you [specific purpose]. How can I assist you today?”Avoid:
“Welcome to our automated system. Please listen carefully as our menu options have changed…”
Logical Flow Progression
Structure your conversation in a logical sequence:- Greeting & Purpose - Set expectations
- Information Gathering - Collect what you need
- Processing - Handle the request
- Confirmation - Verify understanding
- Next Steps - Clear action items
- Closing - Professional ending
Effective Information Collection
1
Ask One Thing at a Time
Don’t overwhelm callers with multiple questions. Ask for one piece of information, wait for the response, then ask for the next.
2
Provide Context
Explain why you need the information: “I need your account number to look up your order status.”
3
Offer Alternatives
Give options when possible: “You can provide your account number or the phone number associated with your account.”
Error Handling & Fallbacks
Graceful Degradation
Always provide fallback options when things don’t go as planned:When Information Isn't Clear
When Information Isn't Clear
- Ask for clarification: “I didn’t catch that. Could you repeat your account number?”
- Offer alternatives: “If you don’t have your account number, I can help you with your phone number instead.”
- Provide human assistance: “Let me connect you with a human agent who can help.”
When Systems Are Down
When Systems Are Down
- Acknowledge the issue: “I’m experiencing some technical difficulties right now.”
- Offer alternatives: “I can take your information and have someone call you back.”
- Provide contact information: “You can also reach us at [phone number] or [email].”
When Callers Are Frustrated
When Callers Are Frustrated
- Show empathy: “I understand this is frustrating.”
- Take responsibility: “I apologize for the confusion.”
- Offer solutions: “Let me try a different approach to help you.”
Language and Tone Guidelines
Use Natural, Conversational Language
Good:- “I’d be happy to help you with that.”
- “Let me look that up for you.”
- “I understand you’re looking for…”
- “Please hold while I process your request.”
- “Invalid input detected.”
- “System error 404.”
Match Your Brand Voice
Consider your company’s personality:- Professional Services: Formal, respectful, thorough
- Tech Companies: Friendly, efficient, helpful
- Healthcare: Caring, patient, clear
- Retail: Energetic, helpful, sales-focused
Testing Your Flow Design
User Testing Checklist
Before deploying your flow, test it with:Common Flow Issues to Test
- Dead Ends: Can callers get stuck without options?
- Confusing Language: Are instructions clear to non-technical users?
- Missing Information: What happens when required data isn’t available?
- Long Waits: Are processing times reasonable?