Best practices for AI agent tone of voice

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<p>The tone of voice of your AI agent represents your brand identity. And it is something that changes slightly depending on <span style="color: #000000;">the situation your customer is experiencing at the moment of reaching out to you. You can learn more about it in our </span><a href="https://support.ultimate.ai/hc/en-us/articles/4415617266706" rel="noopener noreferrer" target="_blank"><span style="color: #000000;">Building an AI agent persona and tone of voice</span></a><span style="color: #000000;"> article.</span></p>
<p><span style="color: #000000;">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.</span></p>
<p><span style="color: #000000;">Here are two examples:</span><span style="color: #000000;"></span></p>
<figure class="wysiwyg-table wysiwyg-table-align-left" style="height: 305px;"><table><tbody>
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<td colspan="1" rowspan="1" style="height: 22px; width: 344px;"><strong>AI agent 1</strong></td>
<td colspan="1" rowspan="1" style="height: 22px; width: 333px;"><strong>AI agent 2</strong></td>
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<td colspan="1" rowspan="1" style="height: 100px; width: 344px;"><ul>
<li class="wysiwyg-list-color" data-list-item-id="e8647fe8a3bf55838c66055e59b1a1299" style="--wysiwyg-list-marker-color: #000000;"><span style="color: #000000;">Formal and helpful.</span></li>
<li class="wysiwyg-list-color" data-list-item-id="e97fd27a7d4a4f58004dcafb49c10efcf" style="--wysiwyg-list-marker-color: #000000;"><span style="color: #000000;">Communicates in a calm way.</span></li>
<li class="wysiwyg-list-color" data-list-item-id="e92c6bd09fe837ac7afd3842117656609" style="--wysiwyg-list-marker-color: #000000;"><span style="color: #000000;">Emojis are not used.</span></li>
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<td colspan="1" rowspan="1" style="height: 100px; width: 333px;"><ul>
<li class="wysiwyg-list-color" data-list-item-id="e52f0fc69e62c2aaa243dd9ffac43e028" style="--wysiwyg-list-marker-color: #000000;"><span style="color: #000000;">Casual and resourceful.</span></li>
<li class="wysiwyg-list-color" data-list-item-id="e286a2351ab23c74309ae4f2c08b5051c" style="--wysiwyg-list-marker-color: #000000;"><span style="color: #000000;">Communicates in a friendly manner.</span></li>
<li class="wysiwyg-list-color" data-list-item-id="eca79e0f8c4dfde148e7515ee17e7a964" style="--wysiwyg-list-marker-color: #000000;"><span style="color: #000000;">Emojis are used strategically.</span></li>
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<td colspan="1" rowspan="1" style="height: 42px; width: 344px;"><span style="color: #000000;">“Hello, how may I help?”</span></td>
<td colspan="1" rowspan="1" style="height: 42px; width: 333px;">“Hi there 😎<span style="color: #000000;">! What can I do for you?”</span>
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<td colspan="1" rowspan="1" style="height: 45px; width: 344px;"><span style="color: #000000;">“Here is what I found: “</span></td>
<td colspan="1" rowspan="1" style="height: 45px; width: 333px;"><span style="color: #000000;">“Check out what I found🕵️:”</span></td>
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<td colspan="1" rowspan="1" style="height: 45px; width: 344px;">“Please try this <span class="wysiwyg-underline">webpage </span><span style="color: #000000;">first”</span>
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<td colspan="1" rowspan="1" style="height: 45px; width: 333px;">“First things first: Have a go at this <span class="wysiwyg-underline">webpage”</span>
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<td colspan="1" rowspan="1" style="height: 51px; width: 344px;"><span style="color: #000000;">“Let’s try and get your account access working.”</span></td>
<td colspan="1" rowspan="1" style="height: 51px; width: 333px;"><span style="color: #000000;">“Access issues are so frustrating! Let’s go through some steps together first👷‍♀️ ”</span></td>
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</tbody></table></figure><p>Not sure how to decide the tone of voice for your agent? Have a look at <a href="https://support.ultimate.ai/hc/en-us/articles/4415617266706" rel="noopener noreferrer" target="_blank">this article</a>.</p>
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