Brand Voice for Bots
Brand Voice for Bots
Writing prompts and replies that sound like your team (not a template).
Most bots fail not because the AI is weak—but because the voice is generic. Customers can feel when replies were stitched from templates. The cure is a brand-voice playbook that feeds your bot the same guidance your best agents use: tone, do/don’t language, formatting rules, and examples that match your market. Below is the framework we implement so your automation sounds like your team—not a sample script.
1) Codify your voice in one page (not a 40-slide deck)
Create a concise voice card the model can actually use:
Persona in one sentence: “Helpful specialist, plain language, respectful urgency.”
Tone sliders: Warm ↔ Formal, Direct ↔ Detailed, Playful ↔ Serious (choose 3–4 positions).
Do / Don’t list: Do acknowledge context and next step; don’t apologise twice; don’t use slang; avoid emojis unless the customer uses one first.
Signature phrases: “Here’s the next best step,” “I’ve saved that to your booking,” etc.
Formatting rules: short paragraphs, bullets for options, one CTA per message.
We load this into your bot’s system prompt inside InOne CRM so every reply starts with the same guardrails.
Interesting AI fact: small “style adapters” (few-shot examples + tokens) move tone accuracy more than giant prompt paragraphs. Five crystal-clear examples beat 500 words of prose.
2) Write reusable system prompts (then keep them tidy)
Great prompts are modular. We split them into:
Global style block (voice card above).
Channel policy block (WhatsApp window rules, opt-out line, POPIA reminders). See FAQ.
Intent playbooks (pricing, booking, returns, KYC). Each playbook defines the goal, allowed actions, safe fallbacks, and example replies.
These live alongside your flows in AI WhatsApp Chatbots and the broader Chatbots suite, so updates roll out everywhere.
3) Reply patterns that never feel templated
Teach the bot how to speak, not just what to say. We use three patterns:
Acknowledge → Option → CTA
“Got it on the installation. We can (a) share a quick range or (b) book a 10-min call. Which helps?”Summarise → Confirm → Next step
“You’re in Cape Town looking for a Wednesday slot. Shall I pencil 14:30 and send the calendar file?”Empathise → Explain → Resolve
“I see the parcel’s late. I’ve alerted our courier team and can (a) reschedule for tomorrow or (b) refund. What suits?”
Because these are patterns, the copy never reads like a fill-in-the-blank template.
4) Channel-smart voice tweaks (WhatsApp vs web)
WhatsApp: shorter turns, quick-reply buttons, a single clear CTA, and the required business-initiated template copy outside the 24-hour window. Coordinate from your WhatsApp hub and capture visitors with WhatsApp Website Integration.
Web chat: slightly longer guidance, hyperlinks, and product thumbnails. Keep the same persona but allow richer formatting.
5) Guardrails that keep voice + compliance intact
Action whitelist: what the bot may do (book, quote, send payment link, request docs). No off-script side effects.
POPIA-aware phrasing: explain purpose, minimise data, confirm consent.
Fallback policy: if confidence is low, ask one clarifier or escalate to a human—don’t guess.
Opt-out language: add a simple line to business-initiated templates (we manage this with your team).
All enforced centrally in InOne CRM so tone doesn’t drift.
6) QA that actually improves voice
Score every conversation for tone fit, clarity, and CTA effectiveness. We use lightweight rubrics and store results in Reporting & Analytics so you can compare agents vs. bot replies and upgrade examples where needed. Keep a “golden set” of the best human replies—those become few-shot seeds for the model.
7) Quick start checklist
Publish your one-page voice card.
Add intent playbooks in AI WhatsApp Chatbots (pricing, booking, support, KYC).
Launch site capture with WhatsApp Website Integration so chats start with context.
Route and log everything in InOne CRM.
Review 20 conversations weekly and promote the best replies into your examples bank.
A clear brand voice turns automation into an extension of your team. With the right prompts, patterns, and guardrails, your bot will answer faster and feel authentically “you.”
Visit: https://aiautomatedsolutions.co.za/
Contact us: https://aiautomatedsolutions.co.za/contact-us
