What is Script Optimization?
Script optimization is the continuous process of refining Voice AI conversation flows to improve performance across key metrics including speed, accuracy, completion rate, and upsell conversion. This includes greeting phrases, confirmation strategies, clarification approaches, upsell timing and wording, and error recovery. Hi Auto continuously optimizes scripts based on real conversation data, testing variations to identify what works best across different brands, dayparts, and customer segments.
Script optimization is where operational performance is fine-tuned after deployment.
Why Script Optimization Matters for QSRs
Direct Performance Impact
Script changes directly affect:
- Order completion rate
- Upsell conversion
- Speed of service
- Guest satisfaction
- Order accuracy
Measurable Improvements
Well-optimized scripts deliver:
- 5-15% improvement in upsell conversion
- Faster average conversations
- Higher completion rates
- Better guest experience scores
Brand Differentiation
Scripts shape guest experience:
- Brand voice consistency
- Service personality
- Customer perception
- Competitive differentiation
Components of Script Optimization
Greeting Optimization
Elements to optimize:
- Initial greeting phrase
- Time-of-day variations
- Promotional mentions
- Tone and energy level
Example variations:
- “Welcome to [Brand], what can I get for you?”
- “Hi, thanks for choosing [Brand]. Ready to order?”
- “Good morning! What sounds good today?”
Testing considerations:
- Speed vs. warmth tradeoff
- Brand voice alignment
- Guest response patterns
Order Flow Optimization
Elements to optimize:
- How AI acknowledges items
- When to confirm vs. continue
- How to handle modifications
- Transition between items
Optimization goals:
- Minimize unnecessary confirmations
- Maintain accuracy
- Keep conversation moving
- Reduce guest effort
Clarification Strategies
When clarification needed:
- Low confidence recognition
- Ambiguous requests
- Missing information
- Multiple interpretations
Optimization focus:
- When to ask vs. infer
- How to phrase clarifications
- Reducing repeat clarifications
- Recovery from errors
Upsell Script Optimization
Elements to optimize:
- Upsell timing (when in conversation)
- Offer selection (which items)
- Phrasing (how to offer)
- Response to decline
Example variations:
- “Would you like to add a [item] for just $[price]?”
- “Can I get you a [item] to go with that?”
- “[Item] is great with that. Want to add one?”
Testing metrics:
- Conversion rate
- Speed impact
- Guest perception
- Revenue lift
Confirmation Optimization
Elements to optimize:
- What to confirm verbally
- When to reference OCB
- Full readback vs. summary
- Final confirmation approach
Balancing:
- Accuracy (confirm everything)
- Speed (minimal confirmation)
- Guest preference (varies)
The Optimization Process
Data Collection
Every conversation provides data:
- Transcripts
- Success/failure outcomes
- Timing metrics
- Completion rates
- Upsell performance
Analysis
Identify patterns:
- Where do conversations slow down?
- What causes clarification loops?
- Which phrases confuse guests?
- What upsells convert best?
Hypothesis Formation
Develop testable improvements:
- “Shorter greeting will reduce order time”
- “Different upsell phrasing will convert better”
- “Earlier confirmation will reduce errors”
A/B Testing
Test variations:
- Control: Current script
- Variant: Modified script
- Measure: Key metrics
- Duration: Statistical significance
Implementation
Roll out winners:
- Deploy successful variants
- Monitor performance
- Document learnings
- Continue optimization cycle
Key Optimization Areas
Speed Optimization
Strategies:
- Reduce unnecessary words
- Eliminate redundant confirmations
- Optimize acknowledgment phrases
- Streamline error recovery
Example:
- Before: “Okay, so you’d like a number 3 combo. Would you like that as a medium, large, or just keep it as is?”
- After: “Number 3. What size?”
Accuracy Optimization
Strategies:
- Better confirmation triggers
- Clearer clarification questions
- Improved error detection
- Smarter inference rules
Example:
- Before: “What did you say?”
- After: “Did you say [item A] or [item B]?”
Upsell Optimization
Strategies:
- Test timing variations
- Optimize offer selection
- Refine acceptance phrases
- Improve decline handling
Example:
- Before: “Would you like anything else?”
- After: “Want to add an apple pie for $1.29?”
Completion Rate Optimization
Strategies:
- Reduce abandonment triggers
- Improve difficult conversation handling
- Better handoff decisions
- Smoother recovery flows
Measuring Script Performance
Primary Metrics
| Metric | Description | Target |
|---|---|---|
| Completion rate | Orders finished without handoff | 93%+ |
| Upsell conversion | Offers accepted / offers made | 25-40% |
| Average conversation time | Start to finish | Brand-specific |
| Accuracy | Orders correct | 96%+ |
Secondary Metrics
| Metric | Description |
|---|---|
| Clarification rate | How often AI asks for clarification |
| Repeat rate | How often guests repeat themselves |
| Abandonment point | Where conversations fail |
| Guest sentiment | Perceived experience quality |
Script Optimization Best Practices
Start with Data
- Don’t guess what needs improvement
- Analyze actual conversation patterns
- Identify highest-impact opportunities
- Prioritize based on frequency and impact
Test Rigorously
- Control for variables
- Achieve statistical significance
- Measure multiple metrics
- Watch for unintended consequences
Consider Context
- Daypart differences
- Regional variations
- Brand voice requirements
- Guest segment differences
Balance Competing Goals
- Speed vs. accuracy
- Efficiency vs. warmth
- Upsell vs. friction
- Brevity vs. clarity
Iterate Continuously
- Optimization is ongoing
- Performance can always improve
- New opportunities emerge
- Conditions change
Brand-Specific Optimization
Voice and Tone
Different brands require different approaches:
- Casual vs. professional
- Friendly vs. efficient
- Playful vs. straightforward
Menu Complexity
Scripts adapt to menu:
- Simple menus: faster flows
- Complex menus: more confirmation
- Heavy customization: structured approach
Guest Expectations
Scripts match brand promise:
- Premium brands: more personalized
- Value brands: faster, efficient
- Family brands: warmer, patient
Common Misconceptions About Script Optimization
Misconception: “Once scripts are set, they’re done.”
Reality: Script optimization is continuous. Guest behavior changes, menus evolve, and there’s always room for improvement. The best systems treat optimization as ongoing, not a one-time setup.
Misconception: “The same script works everywhere.”
Reality: Optimal scripts vary by brand, region, daypart, and guest segment. What works for a coffee chain morning rush differs from a burger chain dinner service. Effective optimization accounts for context.
Misconception: “Faster scripts are always better.”
Reality: Speed matters, but not at the expense of accuracy or guest experience. A script that’s 5 seconds faster but reduces accuracy or feels rushed may hurt overall performance. Balance is essential.