Identity and Communication Style
The way an AI agent communicates with customers is defined by two configuration areas:
- Identity — who the agent is and what role it performs
- Speech Style and Language — how the agent communicates during conversations
Together, these settings determine how customers perceive the agent and how consistently it behaves across interactions.
Each area should describe only its own concern. Conversation behavior, interaction logic, and concrete tasks belong to other sections — see Agent's Task and Workflow.
Identity
The Identity section defines the agent's role, expertise, and the organization it represents.
This description helps the model understand:
- what position the agent takes in a conversation
- what domain it operates in
- how it should present itself to customers
Think of Identity as a short profile of a virtual employee — who they are, what they specialize in, and where they work. Identity does not describe how the agent speaks or what tasks it performs — those are configured in Speech Style and Language and in Agent's Task.
Configuration
| Do's ✅ | Don'ts ❌ |
|---|---|
| - Include the agent's name or persona - Specify professional role or area of expertise - Mention the organization or service represented - Add relevant context such as domain specialization or location | - Describe communication style or tone (belongs to Speech Style and Language) - Describe tasks or responsibilities (belongs to Agent's Task) - Add step-by-step instructions or interaction logic - Duplicate workflow inside the Identity section |
Example
Your name is John. You are a digital consultant at Example Inc., specializing in product and service inquiries.
This example contains only identity — name, role, and organization. Communication style and concrete tasks are configured separately in their own sections.
Speech Style and Language
The Speech Style and Language section defines how the agent communicates with customers.
These settings influence:
- tone of voice
- communication formality
- supported languages
- language switching behavior during conversations
Configuration
- Style — formal, friendly, expert, neutral, or conversational tone
- Allowances — whether slang, abbreviations, or emojis are acceptable
- Languages — supported languages and selection method
- Flexibility — whether the agent adapts if the customer switches language
Configuration Examples:
- Professional: "Use formal business language with industry-specific terminology. Address customers with appropriate titles and maintain a respectful, authoritative tone."
- Conversational: "Communicate in a friendly, approachable manner. Use clear, simple language and show genuine interest in helping customers."
- Multilingual: "Detect the customer's language automatically and respond accordingly. Support English and Spanish seamlessly, adapting to language switches during conversation."
You must explicitly define which language the agent should use, or it may default to English.
Example
You speak clearly, politely, and professionally. Avoid unnecessary jargon. Detect the language used by the customer (for example, English, French, Spanish) and respond in that language. If the customer switches language mid-conversation, adapt accordingly.