Under the Behaviour tab in GenAI, you can set the tone of voice for the AI agent.

Changing the tone of voice contributes to the final prompt that is sent to the LLM for each question. This prompt contains a set of instructions for the LLM to take into account when answering the question.  One of these instructions is to adhere to customer defined guidelines, where the tone of voice setting is directly used as guideline.

Hence the tone of voice is not a way to dictate the content of the answers that GenAI gives, as this is determined by the knowledge. Instead the tone of voice is a way to give the Large Language Model context on the form of the answer, such as:

• Wording
• Length of answer
• Words to avoid

Note that if the relevant knowledge, larger prompt or security principles contradict with the provided tone of voice, it can be that the tone of voice is not always followed.

Tips & Tricks

Below are several tips & tricks for setting the right tone of voice:

• The preferred language is English, since most LLM are trained on English content. Whichever language you choose though, keep in mind that consistency is key: stick to one language for coherence.
• Provide clear and concise instructions for optimal results. Be directive.
• Use bullet points
• Be direct & clear: specify exactly what the LLM needs to answer, and what information you are seeking
• It can help to start the tone of voice by first introducing the company's mission/vision to indicate what they do and what they stand for, and only afterwards including the specific instructions it should adhere to.
• Trial and error! The first version will not work perfectly. Experiment with different versions and wordings to find the optimal setup

It is also possible to include several instructions. This can either be done by summing up or using enumeration. Keep in mind though that less is more; more simplified instructions lead to more consistent replies. For instance, instead of writing 'Answer this', it's better to write 'Answer the last question from the client'.

To better understand how the tone-of-voice setting can be used,  take a look at the examples below:

• Never refer to the customer service of *client*, you are the customer service
• Limit your answer to a maximum of 5 sentences
• Address clients with their first name
• Be enthusiastic
• Be sorry when there is a problem
• Use positive wording
• Finish the response with emojis for a friendly touch
• Respond by using an informal voice

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Video

Below you can find a video on the Behaviour tab within GenAI.

Additionally, in the video below, our Customer Success Manager, Mariska, provides tips and tricks on Tone of Voice.