How do you protect your Tone of Voice while using AI?

The Voice of your Brand is the Character of your Business

The voice of your brand is the character of your business. It is how your customers identify with your brand. It is what they trust. Your tone of voice can be the reason they chose your company.

A well-defined tone of voice sets the tone for all interactions with your customers and creates that emotional connection with them. As in any relationship, your customers expect you to exhibit consistent behaviour and always come across the same in every conversation. Keep your tone of voice consistent and you will be on your way to maintaining credibility and trustworthiness with that customer. Change that tone of voice or be inconsistent, and your customers may question their relationship with you.

The Integration of AI in Customer Service

Because of its efficiency and speed, more and more companies are integrating AI into the way they work, especially within customer service. With their 24/7 availability, ability to provide instant answers and personalised recommendations, AI-driven integrations with support tools are fast becoming the norm.

The big question in business today is how to maintain consistency and your familiar tone of voice in AI support automation.

The Challenge: Retaining the Brand Tone of Voice in AI

While AI integration with support tools has been a game-changer for businesses and their ability to meet customer support demand, maintaining a consistent and authentic tone of voice presents unique challenges. While chatbots and automated content generation can bring scalability and efficiency to your business, how do you ensure AI truly represents your brand?

Some of the challenges businesses now face with AI in customer service are:

1. Failure to capture the unique nuances of your brand: Without understanding context, culture or human emotions, AI can sometimes miss the nuance that comes from a human writer.
2. Difficulties in keeping up with changes in your brand tone: Brands naturally evolve over time, adapting to stay in line with customer preferences and the general zeitgeist. Without constant human intervention and refinement, your AI integration may struggle to keep up with these subtle shifts.
3. Inappropriate responses or biases not in line with your brand’s values: AI algorithms can perpetuate biases depending on the data they receive, which can lead to inappropriate or insensitive responses.

Why Tone of Voice in AI Is Too Important to Ignore

The importance of brand voice in shaping customer perception of your brand cannot be overemphasised. An authentic brand voice is a crucial element in the overall relationship your company has with your customer.

Here’s why it’s so important to make sure AI authentically represents your brand voice:

– It reinforces your brand’s identity and values in all interactions.
– Authenticity fosters emotional connection. Your customers choose your company because it resonates with them on a personal level.
– People are more likely to remember a brand that has a distinctive way of communicating. AI that can consistently follow this unique brand voice will help your business maintain this level of brand recognition.

Consistency is King in Customer Interaction

Besides scalability and efficiency, AI support automation can be a powerful tool for your brand in terms of improved customer satisfaction. Getting the tone of voice right in AI allows you to harness the full potential of AI integration with support tools.

– A consistent AI brand voice builds familiarity**: A consistent AI assistant or AI chatbot tone of voice helps your customers know what to expect from your business every time they interact with you. Familiarity makes your business more memorable.
– People value reliability and predictability in their interactions with a brand**: When your AI integration is consistent in their communication in a way that is authentic and aligned with your brand’s values, you build trust with your customer. That’s exactly what you want, a customer who knows they can count on you for accurate information and fast, consistent service.
– A consistent brand voice also increases the efficiency of your AI support tools**: One of the great benefits of AI in business is its ability to perform tasks more efficiently. Being able to answer customer queries with a standardised and consistent tone makes customer interaction more effective while still remaining authentic.
– A consistent AI tone of voice makes it easier to grow your business and expand into new markets**: Without having to train a new team, you can maintain a unified brand personality across all touchpoints, regardless of location or language.

Meet Neople, AI Colleagues Who Speak in Your Voice

Designed to work within your team as any human employee or colleague would, Neople AI virtual assistants are different because they are trained on your business intelligence. These digital colleagues work alongside their human counterparts, integrated into all the tools your team uses every day. Because they are active in your contact centre, Neople AI’s learning curve gives them a unique ability to maintain and evolve your brand’s tone of voice.

Here are some top reasons to engage a Neople to let AI authentically represent your brand:

– They are trained using your company information**: Prior to onboarding, Neople are fully trained with AI technology and your product information, your FAQs, brand guidelines, internal policies and even using previous conversations. So when they start, they already know your company as a long-term employee. Moreover, their tone of voice can be adapted to the specific needs of individual companies.
– Their tone of voice can be adapted to the specific needs of your brand**: This is the game-changer. When Neople are trained on your company and brand, they learn your brand tone of voice. From day one, they can communicate with your customers in the same way your best employees would.
– They learn and work in the same working environment as your employees**: They work where your team works. Neople are integrated into the platforms you use every day, such as Slack, Microsoft Teams, WhatsApp or within contact centres like Trengo or Zendesk, and there is no need for API keys. Here, Neople learn and match how you talk to your customers.
– They work with your customer service teams**: Collaboration makes a team stronger. Neople are designed to fit seamlessly into your customer service teams, working together to resolve customer queries quickly while improving efficiency within your team.
– They can scale up your customer service without compromising the customer experience**: When you have a Neople on your team, you can answer support requests quickly and efficiently. Advanced AI workers can analyse data in real-time. With this ability, they can provide personalised solutions to a customer’s unique problem, quickly. And they do this while maintaining your brand’s unique voice.

Conclusion

How you communicate with your customers is crucial to your brand’s success. Your customers don’t choose you based on your service alone. They choose you because of the experience they have when they interact with your company. And that is why tone of voice is a powerful tool in your brand arsenal.

With AI becoming increasingly common, especially within customer service, an authentic AI voice that reflects your brand’s values and tone is essential to building a connection with your customer.

As you consider investing in AI automation for your customer service teams, remember the power of personalised experience for building trust, engagement and brand loyalty. Tools that respect and reflect your unique brand voice will help your brand stand out in the crowded world of AI chatbots, ensuring that the human element is never lost in this age of AI assistance.

Want to know how a Neople can help your organisation optimise your customer service and maintain your unique tone of voice? Get in touch with one of our experts here!