These are the 12 most common questions customers ask chatbots — building a script for these questions first will cover most needs: working hours, prices, inventory, orders, returns, delivery, payment, warranty, instructions, contact, program and transfer. Zenify recorded AI processing accuracy of 98.4% and an average response of 1.2 seconds (approved).
TL;DR
- 12 most common questions that need a script first.
- Each straight answer + has a follow-up action.
- Record multiple ways to ask for each content.
- Covering this group = high containment from the beginning.
- Add sentences according to actual fallback data.
12 most common questions
1. Working hours
"What time is it open?", "Is it open today?"
Answer opening hours + suggest other questions.
2. Price
"How much does it cost?", "How much is package X?"
Pay the price list or ask about specific products.
3. Tồn kho
"Is there still stock?", "Is there size M left?"
Return status + pre-order suggestions.
4. Look up orders
"Where is my application?"
Ask for order code/phone number → return status (see 24/7 Customer Service Chatbot).
5. Return policy
"Can I return the goods?", "How to return the goods?"
Briefly state the policy + instructions for next steps.
6. Delivery
"How long will it take to deliver?", "How much is the shipping fee?"
Pay time/fees + delivery scope.
7. Payment
"How to pay?", "Is it possible to pay in installments?"
List form + select support.
8. Warranty
"How long is the warranty?", "Where is the warranty?"
Return warranty conditions + location.
9. Instructions for use
"How to use it?", "How to install it?"
Send instructions link or pay steps.
10. Contact
"Who to contact?", "Shop phone number?"
Return contact information + on-call hours.
11. Promotion program
"Are there any promotions?"
Pay current offer + conditions.
12. Meet real people
"Let me see the staff", "Talk to the person"
Switch agent immediately — don't keep it in the bot (see When you need someone).
How to build a script for these 12 sentences
Write multiple ways to ask for each content (as above).
Straight answer — "Yes, the shop is open from 8:00 a.m. to 9:00 p.m.."
Next action: ask for other needs, send a link, or transfer someone.
Add sentences based on data: track fallback, add real questions asked by customers (see Fallback chatbot).
Why does this group have good coverage?
Most customer service conversations fall into this group.
Answer this group correctly → high container rate right from the beginning (see Containment rate).
The remaining agents focus on difficult tasks.