Objections and pretexts

Objections and pretexts

During a call, contacts often raise objections or pretexts. An objection is a substantive reason, such as time, need or cost. A pretext is an evasive reaction that hides the real reason. The AI voice agent handles both within the rules you defined in the campaign.

How the agent responds to objections

The agent uses the configured objection rules as its basis. These rules define how it may respond to typical objections. How to create such rules is described in handling objections.

• The agent recognizes the objection and classifies it.
• The agent responds within the configured objection rules.
• The agent stays factual and returns to the conversation goal.

Telling objections and pretexts apart

A substantive objection can often be answered with a suitable piece of information or an argument from the objection rules. With a pretext, the agent asks carefully to understand the real reason, without being pushy.

Limits of objection handling

The agent does not argue endlessly. If the contact signals a clear end of conversation or the wish not to be contacted further, the agent respects this and does not continue with objection handling.

Wichtig: Objection handling must not contain false promises and must not bypass compliance rules. Phrase objection rules factually and without exaggerated promises.

Reviewing objections

Recognized objections are documented in the conversation results as objection categories. This shows which objections occur frequently, so you can improve the script, knowledge and objection rules in a targeted way.

Related topics

• Handling objections
• Objection categories
• Improving call quality