Test and deploy your agent

Tuning personality, tone, and supported languages

Tuning the personality and tone of your agent is essential to creating a consistent and engaging customer experience that aligns with your brand voice. Unless allows you to customize how your agent sounds across different customer moments, ensuring that the communication style fits the context and audience perfectly. This article explains how to adjust personality and tone settings, manage supported languages, and apply these configurations effectively.

how personality and tone work in Unless

Personality controls the overall voice profile of your agent, shaping how it communicates with customers. You start by selecting one of four voice profiles:

• Friendly: Approachable, uses first names, and short sentences.
• Empathetic: Acknowledges feelings first, uses a measured pace, and reads the room.
• Direct: Gets straight to the point with minimal filler and clear next steps.
• Professional: Uses polished language, structured answers, and a formal register.

After choosing a baseline profile, you can fine-tune the agent’s tone using four sliders that adjust specific dimensions of communication:

• Warmth (Cool to Warm): Controls how personal and soft the agent sounds. Cooler tones are factual and neutral, while warmer tones use softer phrasing and acknowledge the customer’s situation.
• Pacing (Brief to Detailed): Determines how much information the agent provides. Brief replies are concise, while detailed replies add context, explanations, and links.
• Formality (Casual to Formal): Adjusts the register and word choice. Casual tones use contractions and everyday language, whereas formal tones avoid slang and use complete sentences.
• Confidence (Tentative to Assertive): Sets how certain the agent sounds. Tentative tones hedge and qualify, while assertive tones state facts clearly and recommend decisively.

Each slider ranges from 0 to 100, allowing you to combine traits to create a unique voice. For example, you can have a warm but direct agent or a cool but detailed one.

configuring personality per customer moment

Unless lets you configure personality settings separately for each customer moment, such as Acquisition, Retention, Expansion, and Support. This flexibility means your agent can sound confident and direct when acquiring new customers but warm and detailed when providing support.

To adjust personality for a specific moment:

1. Navigate to the Deploy section and select the desired moment (e.g., Support).
2. Choose a voice profile as your starting point.
3. Adjust the four tone sliders to fine-tune the voice.
4. Review the live sample reply that updates in real time to hear how the agent will sound.
5. Save your settings once satisfied.

You can also preview your changes in a live conversation by opening the Preview mode and interacting with the agent under the new settings.

managing supported languages

While the sources do not provide explicit details on language support configuration, the Deploy phase emphasizes that the agent communicates in your customer’s language across all surfaces, including website, in-product, portal, and chat. This implies that the agent is designed to operate multilingual interactions, adapting to the language preferences of your audience.

To ensure the agent speaks the right language:

• The agent identifies the customer’s language based on the surface or context.
• It maintains consistent tone and personality in that language.
• Your business systems and content sources should support the languages you want the agent to use.

If you need to expand to new markets or languages, adjusting personality settings to match regional expectations is recommended. This can involve changing voice profiles or tone sliders to better fit cultural norms and communication styles.

best practices for tuning personality and tone

• Match the moment: Use warmer, more empathetic tones for support and retention, and more direct, confident tones for acquisition and expansion.
• Use the live sample: Always listen to the sample reply before saving to ensure the tone fits your brand.
• Adjust based on feedback: If customers find the agent too cold, chatty, or formal, revisit the tone sliders.
• Consider brand changes: Update personality settings when your company undergoes a brand refresh or changes tone guidelines.
• Test in real conversations: Use the Preview feature to simulate real interactions and refine the voice accordingly.

conclusion

Tuning personality and tone in Unless empowers you to create a seamless, personalized customer experience that feels natural and consistent across all interactions. By selecting appropriate voice profiles, adjusting tone sliders, and configuring settings per customer moment, you ensure your agent communicates effectively and authentically. While language support is integrated to meet your customers where they are, fine-tuning personality helps your brand voice resonate clearly in every conversation.