What is your preferred ? (e.g., formal and expert, or casual and friendly)

When sentiment analysis detects frustration (e.g., “this is the third time I’m explaining…”), the system should either:

| Metric | Static Script | Dynamic (AI + Agent) Script | Change | |--------|---------------|-----------------------------|--------| | AHT (minutes) | 5.2 | 3.4 | | | FRT (seconds) | 32 | 18 | -44% | | CSAT (mean) | 3.9/5 | 4.3/5 | +0.4 | | Agent adherence | 98% | 76% (intentional override) | N/A |

Every successful chat interaction follows a logical flow. By breaking your scripts into specific phases, you create a roadmap for a successful resolution. Introduction and Greeting