The tone of voice of your virtual agent represents your brand identity. And it is something that changes slightly depending on the situation your customer is experiencing at the moment of reaching out to you. You can learn more about it in our Build a Bot Persona and Tone of Voice article.
In general, the virtual 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.
Here are two examples:
| Virtual agent 1 | Virtual agent 2 |
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| “Hello, how may I help?” | “Hi there 😎! What can I do for you?” |
| “Here is what I found: “ | “Check out what I found🕵️:” |
| “Please try this webpage first” | “First things first: Have a go at this webpage” |
| “Let’s try and get your account access working.” | “Access issues are so frustrating! Let’s go through some steps together first👷♀️ ” |
Not sure how to decide the tone of voice for your agent? Have a look at this article.