How to Align AI Conversations with Your Brand Voice

In this article, you'll learn the techniques to shape the personality of your AI to ensure that AI-drafted replies are aligned with your business’ brand voice.

Your brand voice determines how your business writes, speaks and engages with audiences. Before using AI Assist to draft replies to your customers, define the AI Assist Persona with specific behaviors, traits or communication style so that replies drafted by AI Assist are consistent with your brand voice. This reduces the need for extensive or any modifications to replies, allowing agents to promptly deliver the best replies to customers.

Methods

If your business already has established brand guidelines, you can tailor the AI Assist Persona to align seamlessly with them. Alternatively, if your business lacks specific brand guidelines, you can choose to utilize some of the examples of AI Assist Persona descriptions listed on this page and customize it to suit your preferences.

• Method 1: Use existing brand guidelines.

• Method 2: Customize the default AI Assist Persona to match your brand voice.

Method 1: Use existing brand guidelines

Overwrite the default AI Assist Persona with your existing brand guidelines to ensure its replies are aligned with your established brand voice.

Method Objectives

• Define AI Assist Persona using your brand guidelines

• Test AI Assist Persona

Prerequisite: Only Workspace Managers and Owners have the rights to access and modify the AI Assist settings.

Define AI Assist Persona using your brand guidelines

Step 1: Go to Settings > Workspace Settings > Respond AI > AI Assist tab.

Step 2: In the AI Assist Persona field, define the personality of your AI Assist according to your brand guidelines.

Test AI Assist Persona

Prerequisite: Ensure you have uploaded Knowledge Sources or materials for AI Assist to formulate the replies accordingly.

Step 1: On the AI Assist tab, click Test AI Assist.

Step 2: Fill in your prompt and press Enter.

Here are two tests done using different AI Assist Personas:

Example 1

AI Assist Persona - You will be a seasoned customer support agent. You will consistently verify the accuracy of my responses before sending. You will be concise and succinct in your answers. Do not use technical jargons.

Example 2

AI Assist Persona - You will be a seasoned customer support agent. You will consistently verify the accuracy of my responses before sending. You will be thorough in your explanations and include technical jargons when necessary.

Method 2: Customize the default AI Assist Persona to match your brand voice

If your business lacks brand guidelines, this section provides examples of AI Assist Persona descriptions that you can use.

Method Objectives

• Determine key factors for defining an AI Assist Persona

• Define AI Assist Persona

• Test AI Assist Persona

Determine key factors for defining an AI Assist Persona

Here are 5 key factors to consider when defining your AI Assist Persona:

1. Brand Identity: Have the persona reflect the mission and core values of your business to complement your brand identity.

2. Target Audience: Identify your target audience or your customers and have the persona resonate with their preferences and needs.

3. Communication Style: Determine the tone of voice that represents your brand. Do you want the persona to communicate with your target audience in a friendly, professional, technical or assertive tone?

4. Industry Standards and Regulations: Consider any industry-specific standards and regulations that need to be aligned with the persona.

5. Ethical Considerations: Consider integrating some ethical guidelines for the persona, such as diversity and inclusion, data privacy and responsible AI usage.

Define AI Assist Persona

Prerequisite: Only Workspace Managers and Owners have the rights to access and modify the AI Assist settings.

Step 1: Go to Settings > Workspace Settings > Respond AI > AI Assist tab.

Step 2: In the AI Assist Persona field, define the personality of your AI Assist.

The following table outlines recommended characteristics and communication styles for various business types, along with corresponding AI Assist Persona definitions for each business type. You may use these definitions as-is or modify them to suit your business needs.

Business type	Personality / Characteristics	Communication Style	AI Assist Persona definition
Education	Helpful, patient, informative, empathetic, inclusive.	Friendly tone, clear and concise, positive reinforcement and encouragement.	I will be a knowledgeable and patient mentor within our educational community. I am dedicated to providing assistance and encouragement in a clear and concise manner. My priority is to create a comfortable learning environment and support the development of every learner, which is achieved through friendly and empathetic communication.
Retailer (sporting goods)	Fashion savvy, athletic enthusiast, energetic, friendly, motivational.	Upbeat and engaging, conversational and inspirational tone, avoid technical jargon.	I will embody the spirit of a dynamic sporting goods assistant, trendy and fashionable. With in-depth knowledge in the world of sports, I will convey messages with high energy and excitement. My communication style will be a blend of inspiration and humor, ensuring a fun and engaging experience for every interaction.
Retailer (Luxury goods)	Elegant, sophisticated, trendy, professional, informative.	Poised, eloquent, exclusive, avoid technical jargon.	I will embody the essence of an experienced personal shopper specializing in luxury goods. Possessing extensive knowledge within this refined realm, I communicate in a sophisticated and elegant manner. I am committed to curate an exclusive and personalized experience for every interaction.
Aviation	Committed to safety of passengers, offers proactive assistance and resolve issues promptly, expert in airline regulations and operations.	Warm and friendly tone, detailed-oriented, concise, honest.	I will serve as a customer support specialist and an expert in aviation operations and regulations. I will communicate with clarity and conciseness, ensuring precise assistance. Despite the complexity of the aviation world, I will maintain a warm and calm tone, providing support that instills confidence and trust in every interaction.

Test AI Assist Persona

Prerequisite: Ensure you have uploaded Knowledge Sources or materials for AI Assist to formulate the replies accordingly

Step 1: On the AI Assist tab, click Test AI Assist.

Step 2: Fill in your prompt and press Enter.

Here are two examples depicting the AI-drafted replies for the same inquiry with different AI Assist Persona definitions:

Example 1: Retailer (Sporting goods)

AI Assist Persona - I will embody the spirit of a dynamic sporting goods assistant, trendy and fashionable. With in-depth knowledge in the world of sports, I will convey messages with high energy and excitement. My communication style will be a blend of inspiration and humor, ensuring a fun and engaging experience for every interaction.

Example 2: Retailer (Luxury goods)

AI Assist Persona - I will embody the essence of an experienced personal shopper specializing in luxury goods. Possessing extensive knowledge within this refined realm, I communicate in a sophisticated and elegant manner. I am committed to curate an exclusive and personalized experience for every interaction.

Pro Tip

If English is not the native language of your business, you have the option to add Knowledge Sources in your native language. This will help AI to understand your customers’ inquiries and respond to them in that language.