How-To GuideIntermediate8 min read

How to Create AI Conversation Scripts for New vs Returning Customers

Build different conversation flows for new prospects and returning customers. Maximize conversions with targeted scripts and questions.

Quick Answer: Create separate conversation scripts by navigating to AI Logic > Receptionist > Conversation Logic. Configure the Initial Script first, then create specific steps for Current Customer and New Customer flows.

What You'll Learn

This guide explains how to create targeted conversation scripts that treat new prospects differently from existing customers, improving both conversion rates and customer satisfaction.

Understanding Customer Type Segmentation

Local Business Pro's AI receptionist separates callers into two types:

New Customers: First-time callers who need information about your services, pricing, and availability. Focus on education and conversion.

Current Customers: Existing clients who may need support, scheduling changes, or account help. Focus on service and retention.

Step-by-Step Script Setup

Navigate to AI Logic > Receptionist
Scroll to the Conversation Logic section
Start with the Initial Script - this runs for all callers before type is determined
Add a step asking: 'Are you a current customer or is this your first time calling?'
Click on Current Customer Script tab and add steps for returning customers
Click on New Customer Script tab and add steps for new prospects
Use Add Step to create additional conversation flow points
Drag steps to reorder the flow

Initial Script Best Practices

The Initial Script runs before the AI knows the customer type. Use it to:

Deliver your greeting (or use dynamic greeting settings)
Collect universal information (name, phone number, address)
Ask a natural question to determine customer type
Keep it brief - get to type determination quickly

New Customer Script Examples

For new customers, focus on these conversation elements:

Discover their need: 'What service are you looking for today?'
Provide value: Share relevant service information and pricing
Handle objections: Address common concerns about pricing or timing
Create urgency: Mention current availability or promotions
Book the appointment: Guide them to schedule

Current Customer Script Examples

For existing customers, focus on these elements:

Verify identity: Confirm their name or account
Understand the issue: 'How can I help you today?'
Route appropriately: Schedule service, transfer to support, or answer billing questions
Show appreciation: Acknowledge their loyalty
Resolve efficiently: Current customers value quick resolution

Frequently Asked Questions

Q: What happens if a caller says they're a new customer but they're actually in my system?
A: The AI follows whatever path the caller chooses. Some businesses prefer this flexibility; others add verification steps.

Q: Can I have the AI ask additional segmentation questions?
A: Yes, within each script you can add steps that further segment callers (e.g., 'Is this for a residential or commercial property?').

Q: How do I test my conversation scripts?
A: Use the Test Your AI Receptionist feature to simulate calls and verify both paths work correctly.