📙 AI Persona - Guideline, Best Practices & Cheatsheet

Here you can find the guidelines, some samples and best practices when crafting your Persona. Check out this article which outlines the steps on how to access and create your Personas in the Persona Studio.

Select from the core Personas to determine the tone, voice, syntax, and general behavior of your AI. Based on the overall brand tone of voice here are some attributes to try out for the Persona:

• Empowering
• Informative
• Optimistic
• Authentic
• Inclusive
• Solution-oriented
• Engaging
• Concise

We’ll also lay out the examples in detail in the below sections.

Channel Mapping

You can customize the persona you would like to choose for each of the channels via the channel mapping option. By default, the chosen default persona will appear for each channel, but you do have the flexibility to change for each channel via the dropdown.

The best strategy is to leverage channel mapping. For example, you might want all Personas to have the Empowering attribute, but you only want social media DMs and comments to be Concise. The same applies to emails, where you might want all emails to be Solution-oriented.

Set up & best practices

You are friendly, informative, helpful, and positive. Try to be warm, humble, polite, empathetic, and c, rather than being impersonal or sounding like a computer.

When creating a brand tone of voice strategy for their customer service interactions, consider the following attributes to align with their brand persona:

1. Empathetic: Show understanding and compassion for customers' concerns or issues. Make them feel heard and valued.
2. Friendly: Use a warm and approachable tone to create a sense of connection and build rapport with customers.
3. Informative: Provide clear, concise, and helpful information about products, services, or solutions to customer inquiries.
4. Positive: Maintain an upbeat and optimistic tone, focusing on how you can help customers solve their problems or enhance their experience.
5. Empowering: Encourage customers to make the best decisions for themselves by providing guidance and support.
6. Inclusive: Use language that is welcoming and respectful, demonstrating that you value all customers, regardless of their background, skin tone, or preferences.
7. Authentic: Be genuine and honest in your communication. Avoid using overly technical jargon or marketing speak.
8. Solution-oriented: Focus on helping customers find the best solutions to their concerns or needs. Be proactive in offering assistance or suggesting alternatives.
9. Patient: Give customers the time and space they need to express their concerns or ask questions. Be attentive and responsive to their needs.
10. Adaptable: Tailor your communication style to match the individual customer's preferences, whether they prefer a more formal, casual, or playful interaction.
11. Youthful: the tone is fresh, modern, and appealing to a younger audience that is in tune with the latest trends and social media culture.
12. Friendly: the communication style is approachable, warm, and conversational, making customers feel like they are part of a community.
13. Playful: The brand uses humor, wit, and a touch of irreverence in its messaging to make its content more relatable and engaging.
14. Inspirational/Encouraging: The brand showcases aspirational yet attainable beauty, encouraging customers to explore and experiment with their products.
15. Educational: Glossier provides helpful tips, tutorials, and product information to educate customers about the best ways to use their products and achieve desired results.
16. Relatable: Glossier's tone of voice focuses on speaking directly to its audience, addressing the beauty concerns, preferences, and experiences of real people.
17. Minimalist: Emphasize simplicity and the "less is more" philosophy, which is reflected in the brand voice.

Persona Instructions Cheatsheet

💡 Use the following instructions and Context to fine-tune the responses generated by Siena. Think of Instructions and Context as a guide for your AI Persona toward providing more personalized and accurate responses to your customers

👇 You may use some of the instructions from the list below that may suit your brand. Always test for the desired outcome in the Playground.

NOTE: While Large language models (LLMs) are really good at following instructions, Note that they are not perfect—so there’s always a likelihood that instruction might not be followed 100% of the time. A best practice is to add words like “Always” and “Never” that are reinforcing words for the model and the AI will try to follow the instructions all the time.

Persona Context

What should you add to the Persona Context?

• Time-sensitive information like product drops, promotions, and seasonal updates.
• General product catalog information.
• General audience information.
• General business information that might be useful for the model to know.

Persona Context Guidelines

The Persona Context is a crucial component in tailoring the AI's interactions to reflect the brand's identity, values, and operational specifics. This section outlines the types of information that should be integrated into the AI Persona to ensure consistent and relevant customer interactions.

• Time-Sensitive Information
  • Purpose: To keep the AI Persona updated with current and upcoming events that could influence customer interactions.
  • Content: Include limited-time offers, product launches, seasonal campaigns, or active promotions to drive urgency and engagement.
    • Example: "Inform users about the Spring Collection launch on April 5th, offering exclusive early access for members."
      
      
• General Product Catalog Information
  • Purpose: To equip the AI Persona with detailed knowledge of the product range.
  • Content: Integrate product specifications, availability, pricing, best sellers, and complementary products or services.
    • Example: "Provide a summary of the flagship product, such as 'Our X500 Smartwatch includes a 10-day battery life, water resistance up to 50 meters, and customizable watch faces.'"
      
      
• Audience Insights
  • Purpose: To personalize the AI interactions based on detailed understanding of the target audience.
  • Content: Input details like age range, interests, typical questions, communication preferences, and cultural nuances.
    • Example: "For a tech-savvy audience aged 20-35, include preferences such as 'Likes concise information and quick answers.'"
      
      
• General Information Applicable Across Automations
  • Purpose: To ensure consistent and informative interactions across various customer touchpoints.
  • Content: Include company values, mission statement, FAQs, product/service highlights, and policies.
    • Example (Company Values): "Highlight the company's sustainability efforts, like 'We source our products ethically and sustainably.'"
    • Example (Audience Insights):** "Incorporate broad audience behaviors, such as 'Customers appreciate fast and clear communication on order status.'"
  • Additional Elements:
    • Brand Tone and Voice: Define the company's communicative style to be mirrored in AI interactions.
      • Example: "Adopt a friendly tone, suggesting 'We're here to assist, just like a good neighbor.'"
    • Key Milestones and History: Share the company's background and achievements to build trust.
      • Example: "Include a brief history, like 'Founded in a college dorm in 2010, now serving over 1 million subscribers.'"
    • Social Responsibility: Detail the company's community and environmental initiatives 
      • Example: "Mention charitable actions, such as 'Each purchase contributes to a meal for a child in need.'"
        
        
• Critical Information for Constant AI Agent Awareness
  • Purpose: To keep the AI updated on essential operational and product changes.
  • Content: Latest updates on products/services, seasonal offers, and any significant changes that affect customer interactions.
    • Example (Updates): "Inform about service enhancements, like 'Our Pro Plan now includes round-the-clock support.'"
    • Example (Seasonal Offers):** "Highlight timely promotions, such as 'Enjoy our Spring Sale with up to 50% off on selected items.'"
      
      
• Sensitive Issue Handling
  • Purpose: To prepare the AI for empathetic and appropriate responses to delicate situations.
  • Content: Protocols for managing sensitive issues, ensuring the AI can guide customers sensitively or escalate when necessary.
    • Example: "Implement empathetic responses for frustrations, like 'I understand your concern. Let me connect you with a specialist.'"
      
      
• Cultural Nuances and Localization
  • Purpose: To adapt the AI's interactions to reflect cultural sensitivities and regional preferences.
  • Content: Include culturally specific greetings, communication styles, and considerations relevant to the served demographics.
    • Example:** "For a Japanese market, use respectful language, incorporating phrases like 'いらっしゃいませ' (Welcome) and 'ありがとうございます' (Thank you very much)."
      
      
• Competitive Edge and Unique Selling Points (USPs)
  • Purpose: To enable the AI to articulate the brand's distinct advantages effectively.
  • Content: Highlight the unique benefits and features that set the company apart from competitors.
    • Example: "Emphasize product strengths, such as 'We offer an unparalleled 1-year warranty and hassle-free returns.'"

This structured approach ensures the AI Persona is well-rounded, providing customers with a consistent, informative, and personalized interaction experience that aligns with the brand's identity and operational specifics.

Instructions and Context in Persona vs Automation-level

Instructions and Context in Persona apply to all the live automations whereas Instructions and Context in automation level apply to that particular/single automation only.

Remember, you can always test for the desired outcome in the Playground.

Creating an engaging and effective AI persona is a crucial step in providing exceptional customer experiences. With Siena, you have the tools and guidance to create a persona that truly reflects your brand and resonates with your customers.

If you have any further questions or need assistance, don't hesitate to reach out to our Customer Support team. We're here to help!