Every company has a “voice.” Banks and investment companies sound different from toy companies, which sound different from cosmetic companies...you get the idea.
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You want your bot to reflect your company's brand, which means you must consider the language and tone your bot uses.
In a contact center, service reps get trained on the company-specific ways to address customers. And guess what? You can “train” your bots to sound like your support reps instead of like machines. Here’s an example:
| Company Style | Sample Greeting |
|---|---|
| Default bot greeting | “Hi! I’m your helpful bot.” |
| Formal company bot | “Hello, Ms. Smith. How can we help you?” |
| Rad company bot | “Hi, Janet! What’s cookin’ today?” |
We’re exaggerating, of course. But even by customizing your initial greeting, you can make your bots sound like your company from the get-go.
This plays out in more detailed ways. One key thing you write when building your bots are bot’s messages. They can be customized to match your company’s voice and tone. So even though you don’t pretend that your bots are humans, you can make them sound an awful lot like your support reps!
Want some more ideas? Check out how we at Salesforce create our voice in our Writing Style Trailhead module, and our corporate style guide.