-: Creating a consistent and empathetic tone
of voice in customer service is a game changer
for building trust with your customers.
A well-crafted tone ensures that every interaction,
whether it's a support ticket, live chat,
or email feels in sync with your brand identity.
Instead of manually defining this voice,
we can use AI to analyze your brand's existing content
and extract tone of voice guidelines automatically.
In this lesson, we'll use ChatGPT,
and NotebookLM to generate a tone
of voice directly from your brand's website.
Then we'll refine
and improve it using self-reflection techniques.
Let's get started.
First, let's talk about
what makes a great customer service tone of voice.
A great tone should first and foremost, be consistent.
Every response should feel cohesive
no matter who's communicating with the customer.
It should also strive to be empathetic.
Customers often reach out when they're frustrated.
A thoughtful tone reassures them and can deescalate issues.
A third quality is being clear and direct.
Avoid misunderstandings with simple,
straightforward language that's easy to follow.
And finally, being brand aligned.
Your tone should reflect your brand's responsibility.
For example, a luxury brand may sound polished
and professional
while a startup might lean into a casual friendly vibe.
Some brands like Zappos are playful
and approachable, while other brands
such as a law firm are precise and formal.
The goal is to make sure every customer interaction reflects
how your brand speaks and feels.
To do this, we can use AI to analyze your website content
and extract a detailed tone of voice guide.
Let's start with ChatGPT.
Then compare it with NotebookLM later in this lesson.
Next, we'll use ChatGPT to analyze a brand's website
and generate a tone of voice guide.
The exact prompt we'll use is available for you
to copy in this lesson's resources.
For this demonstration,
we're gonna be using our own website, leapyearlearning.ai.
Here's the prompt.
Analyze the written content on leapyearlearning.ai,
and create a tone of voice guide
that includes all you see here,
and then a few instructions
about what should be included in the tone of voice.
First is tone profile, then voice elements
and customer service application.
Please provide specific examples throughout
and include a one page summary for quick reference.
The output is designed to make it easy
to create future content that matches the brand voice.
Let's review the results.
Does this match how we want Leap Year Learning to sound?
Is it aligned with our lessons?
If something feels off, maybe the tone is too formal
or missing key traits, we can refine the guide
by tweaking the prompt.
For instance, if the tone feels stiff, we could follow
with a prompt like this.
Adjust the tone to be more relaxed
and engaging using contractions and conversational language,
and we can continue this process until we're happy
with the tone of voice created.
NotebookLM is another generative AI tool
designed for working with large sets of information.
It's great for summarizing and structuring brand guidelines.
Let's go through a similar process here.
We're using a notebook that has Leap Year Learning's website
as the data source and selecting the note
which contains the generated tone of voice.
Since NotebookLM has the notes feature instead of threads,
you can't see the prompt we use to generate this output,
so we'll paste it in the chat box for you to see.
The prompt will be available in the resource section
of this lesson.
The prompt was slightly adjusted to NotebookLM,
and the result is also surprising.
NotebookLM may provide slightly different results
compared to ChatGPT, though a clear advantage
is to check the sources which are used
to generate the content which can be reviewed
when you prompt the notebook
before creating a note like this one, this way you're able
to pinpoint the review if it makes sense or not.
And now that we have two AI generated brand voice guides,
let's refine them using self-reflection.
This step ensures the tone of voice guide is accurate,
actionable, and easy to follow.
To do this we'll ask ChatGPT
or NotebookLM to evaluate its own output.
Here's our self-reflection prompt,
but feel free to adapt it to accommodate your needs.
This technique helps AI spot gaps in its own work
and improve the clarity and accuracy of these guidelines.
Here, ChatGPT really goes in depth
on the improvement opportunities.
I can imagine, given we provide another data source,
we would have other qualities added
to our tone of voice guide.
After reviewing both refined versions,
we can choose the one that best represents the brand
and make any final manual adjustments.
Always make sure to implement what we just created
as a process that has the buy-in of one of those in charge
of customer service at your company.
By leveraging AI, we can extract
and refine a brand's tone of voice with minimal effort.
This ensures that every customer service response
stays consistent, professional,
and aligned with your brand identity.
But remember, all this work will be for nothing
if it's not implemented as a process
throughout your company and has leadership buy-in.
So try this process with your own business
and see how it transforms your customer interactions.