One of the biggest fears with AI support is that it will sound robotic, impersonal, or off-brand. But with the right setup, your AI can sound just like a member of your team—whether your brand voice is friendly and casual, professional and formal, or somewhere in between.
How to Set Your Brand Tone
Here are the key steps to make sure your AI support agent sounds like part of your team:
1. Write Clear Brand Guidelines
Start by documenting your brand voice guidelines. What kind of language do you use? Are you formal or casual? Do you use emojis or exclamation points? What are some phrases you definitely don’t want to use?
Add these guidelines to your dashboard settings so the AI knows how to communicate with your customers.
2. Add Example Conversations
One of the best ways to teach the AI your brand voice is to provide example conversations. Show how your team would handle common queries, and the AI will learn from those examples.
3. Review and Tweak Responses
After launching, regularly review the AI’s conversations to make sure they’re on brand. If you see a response that doesn’t sound right, you can tweak it and the AI will learn from the correction.
Testing Your Tone
Before launching to all customers, have your team test the AI with common queries. Ask them:
- Does this sound like our team?
- Is this response helpful and clear?
- Would we say this to a customer?
- Is there anything we’d change?
Use their feedback to refine your setup and make sure the AI’s tone is perfect before launch.
Brand Voice Examples
Friendly and Casual
“Hey there! Thanks for reaching out. I’m sorry you haven’t received your airtime yet. Could you share your transaction ID so I can check that for you?”
Professional and Formal
“Good day. Thank you for contacting our support team. I understand you have not received your airtime. To assist you, could you please provide your transaction ID?”
Whatever your brand voice is, your AI can learn it and use it consistently across all customer conversations.