Customizing your voice agent's personality is crucial for creating a consistent and effective brand experience for your callers. This guide will show you how to adjust your voice agent's tone, style, and communication patterns to align with your healthcare organization's values and brand voice.

A well-defined personality for your voice agent offers several benefits:

• Brand Consistency: Creates a cohesive experience across all patient interactions
• Caller Comfort: Helps callers feel at ease with an AI that reflects your organization's values
• Reduced AI Impression: Makes interactions feel more natural and less robotic
• Trust Building: Establishes rapport more quickly with patients

The 'Temperature' setting on the Assistant Tab controls the creativity versus predictability of your agent's responses:

• Low Temperature (0.1-0.3): More focused, deterministic, and consistent responses. Recommended when strict adherence to facts or procedures is vital.
• Medium Temperature (0.4-0.7): A balance between consistency and conversational flexibility. A good starting point for many general healthcare interactions.
• High Temperature (0.8-1.0): Allows for more varied, creative, and sometimes unexpected responses. Use with caution, especially when dealing with sensitive information.

To adjust temperature:

1. Navigate to your voice agent's configuration page and select the Assistant tab.
2. Locate the Temperature slider.
3. Adjust the slider to your desired value (starting around 0.5 is often recommended).
4. Test thoroughly to ensure the response style meets your needs.

The core of your agent's personality is defined in the Personality Prompt text area on the Assistant Tab. This is where you instruct the AI on how it should behave, sound, and interact.

To create an effective personality:

• Define Key Traits: Decide on the core characteristics, for example empathetic, efficient, professional, calm, knowledgeable.
• Specify Tone: Describe the desired tone of voice, for example warm, reassuring, formal, direct.
• Provide Examples: Include short examples within the prompt of how the agent should respond in specific situations.
• Set Boundaries: Explicitly state what the agent should not do, for example 'Do not give medical advice', 'Avoid overly casual language'.
• Incorporate Brand Language: Mention specific phrases or terminology your organization uses.
• Be Clear and Concise: Write clear instructions.

Refine this prompt based on testing until the agent consistently reflects your desired brand voice.

After configuring the Personality Prompt and other settings, thorough testing is crucial:

1. Use 'Speak with Agent': On the agent's configuration page, use the 'Speak with Agent' button to have real-time conversations and evaluate its personality directly.
2. Simulate Scenarios: Test how the agent responds in various situations – routine questions, frustrated callers, requests it can't handle. Does the tone match the prompt?
3. Review Call Logs: Navigate to 'Call Logs' and review the transcripts and audio of your test interactions. Check for consistency in tone, adherence to instructions (like language to avoid), and overall alignment with the defined personality.
4. Gather Feedback: If possible, have colleagues interact with the agent and provide their impressions of its personality.
5. Iterate on the Prompt: Based on testing and feedback, make specific adjustments to the Personality Prompt. Modify examples, clarify instructions, or add new constraints. Make small changes and re-test.
6. Monitor Continuously: Even after launch, periodically review real call logs to ensure the agent's personality remains effective and aligned with your brand.

Consider these best practices when customizing your healthcare voice agent's personality:

• Prioritize Empathy: Healthcare callers may be anxious or frustrated, so ensure your voice agent communicates with empathy and patience.
• Balance Professionalism and Warmth: Maintain medical professionalism while creating a welcoming, approachable tone.
• Ensure Clarity: Use clear, straightforward language that patients can easily understand, especially when discussing medical information.
• Maintain Consistency: Ensure your voice agent's personality is consistent across all interactions.
• Respect Privacy: Program your voice agent to be discreet when discussing sensitive health information.
• Include Cultural Sensitivity: Consider the diverse backgrounds of your patient population when defining your voice agent's personality.