Best practices for AI agent tone of voice


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The tone of voice of your AI agent represents your brand identity. And it is something that changes slightly depending on the situation your customer is experiencing at the moment of reaching out to you. You can learn more about it in our Building an AI agent persona and tone of voice article.
In general, the AI agent should be assertive when gathering information and empathetic if the customer has had a bad experience. Try and avoid an overly formal tone of voice as this can sound robotic and impersonal.
Here are two examples:


AI agent 1
AI agent 2



Formal and helpful.
Communicates in a calm way.
Emojis are not used.


Casual and resourceful.
Communicates in a friendly manner.
Emojis are used strategically.



“Hello, how may I help?”
“Hi there 😎! What can I do for you?”



“Here is what I found: “
“Check out what I found🕵️:”


“Please try this webpage first”

“First things first: Have a go at this webpage”



“Let’s try and get your account access working.”
“Access issues are so frustrating! Let’s go through some steps together first👷‍♀️ ”

Not sure how to decide the tone of voice for your agent? Have a look at this article.

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