Tone of voice setting – what does it mean?

How it works

During onboarding, a short instruction is written that describes the assistant’s style: how long the answers are, how direct they are, and how it greets people. The text is determined by the company’s communication style.

The instruction is separate from the knowledge base: the same content can be expressed in a matter-of-fact or a hospitable tone. Before go-live we check with test questions that the answers come in the requested tone.

An example at a company

The customers of a technical goods store expect quick, fact-based answers, so the assistant gives short, matter-of-fact answers and says only what matters. At a winery, by contrast, the aim is a hospitable, more detailed tone: the assistant explains the character of the wines before turning to the order.

What this means for business leaders

Tone is a setting independent of the knowledge base, so clarify it separately with the provider. Ask what kind of style description is prepared, and whether it can be changed after go-live.

If this is skipped, the assistant speaks to your customers in an unfamiliar voice, and fixing it afterwards may require extra work. The risk: style and brand drift apart if nobody oversees it.

How we do it

During onboarding, our team writes the tone of voice setting to match your company’s style, and before go-live we check it with ten test questions. Onboarding costs €200 excl. VAT; with a 6-month contract it is €100 excl. VAT and with a 12-month contract it is free, and you get an 8 or 15 percent discount on the monthly fee.

You can read about the onboarding process on the Build it with us page.