Making agents sound like your team
Out of the box, agents answer accurately but in a neutral voice. This guide shows the three levers for making them sound like your company: the agent's personality, your brand pack's tone, and voice exemplars from your own calls.
Which lever does what?
| Lever | Where | What it changes |
|---|---|---|
| Agent personality | Surfaces → Agents | The character of one agent: warmth, directness, humour |
| Brand pack tone | Surfaces → Brand packs | Your company's register on the website and voice surfaces |
| Voice exemplars | Knowledge → Voice | How explanations are phrased, learned from real examples |
Start with the personality, because it's the quickest. Add exemplars when answers are accurate but don't sound like you.
Step 1: give each agent a personality
Open Surfaces → Agents, pick an agent and write a short personality, for example: "Friendly and direct. Explains things simply, avoids jargon, never pushy." Fill in self-knowledge too: how the agent answers "who are you?". Use Hear how this agent would answer to check the effect.
Step 2: set your brand's tone
In your brand pack, add tone descriptors and choose a formality level. These shape the website chat and voice deployments that use the pack.
Step 3: collect good examples
You need transcripts of conversations where your team explained things well: demos, discovery calls, objection handling. Transcribe the calls with any tool you like, then:
- Knowledge → Sources → Add source → Paste text.
- Choose Transcript, set the right language, and tick Demo recording.
- Paste the transcript and Save.
Appricity splits it into topic-sized passages. Narration you record in Demo Studio is captured in the same way.
Step 4: pick exemplars
- Open Knowledge → Voice and choose + Add exemplar.
- Search the demo passages for a moment that sounds exactly like your team.
- Choose its category (opening, objection handling, closing, transition or a specific topic) and add a note about why it's good.
Aim for a handful in each category you care about, in each language you sell in.
Step 5: check the result
Ask the same questions in Conversations before and after, or use Try it on a channel. Exemplars change style only: the facts and citations still come from your knowledge.
What makes a good exemplar?
- Short: one to three sentences.
- Reads well as text; some great spoken lines look odd once transcribed.
- Typical of the team, not one person's quirks.
- In the language of the conversations it should shape.
Review exemplars when your messaging changes. Deactivate retires one without losing it.