VOICE-AI-AGENTS5 MIN READ
De-Escalate An Angry Caller
Use SBI to coach a voice agent toward concrete repair language after caller frustration.
Alex A Conversation designer S Situation B Behavior I Impact Repair script review 20 sec The caller moment A caller has repeated an account number twice and is angry. The current script says, 'I understand your frustration.' The wrong empathy line can sound fake because it does not fix the specific breakdown. 2x identity repeated live shutoff concern
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