AI Persona & Settings

Introduction

This guide explains how to configure the AI persona and core behavioral settings of your agent in Exei.

AI Persona & Settings define who your AI agent is, how it communicates, and how it represents your brand in every conversation. These settings play a major role in shaping user trust, response quality, and overall experience across all channels.

Where to Configure AI Persona & Settings

To access AI Persona & Settings:

1. Open your AI agent from the My Agents page

2. Go to Settings

3. Open AI Settings

All changes made here apply across every channel where the agent is deployed.

Why AI Persona Matters

AI Persona settings affect more than tone, they influence how users perceive your business.

A well-configured persona helps:

• Build trust and credibility

• Keep conversations aligned with brand voic

• Reduce confusion and misinterpretatio

• Improve task completion (support, shopping, internal help)

Even with the same data, two agents with different personas will behave very differently.

What Makes Up an AI Persona

Your agent’s persona is made up of:

• Its role

• Your organization and industry context

• The agent’s purpose

• Personality traits

• Tone of voice

Together, these guide how the agent understands questions and frames its answers.

Agent Name

The Agent Name is the identity of your AI agent.

• Displayed to users during conversations

• Shown in chat headers and introductions

Choose a name that:

• Matches your brand tone

• Reflects the agent’s role

Agent Role

The Agent Role defines the agent’s primary responsibility and behavior.

Available roles include:

Customer Service

Best for: 

• Customer support

• FAQs

• Issue resolution and escalation

Recommended tone: Professional or Friendly

Employee Support

Best for:

• Internal documentation

• HR or IT assistance

• Employee workflows

Recommended tone: Professional

Shopping Assistant

Best for:

• Ecommerce assistance

• Product discovery

• Purchase-related conversations

Recommended tone: Friendly or Casual

Selecting the correct role ensures the agent interprets user intent correctly.

Organization Name

Organization Name tells the AI which business it represents.

This helps the agent:

• Refer to your brand accurately

• Maintain consistent branding in responses

Ensure this matches your official business or brand name.

Industry

Industry selection provides domain context to the AI.

Choosing the correct industry helps the agent:

• Use relevant terminology

• Understand user intent better

• Respond with industry-appropriate language

This improves accuracy, especially for specialized use cases.

Purpose

Purpose defines what the AI agent is expected to do.

You can:

• Use the predefined purpose suggested by Exei

• Modify it to fit your use case

• Write a fully custom purpose

Writing an Effective Purpose

A vague purpose leads to vague answers.

Example: Less effective

“Help users with their questions.”

More effective

“Assist customers with product discovery, order-related queries, and general store information in a friendly and helpful manner.”

A good purpose clearly states:

• Who the users are

• What the agent should help with

• What it should focus on or avoid

Core Personality Traits

Personality traits control how the agent responds.

Some common traits include:

• Helpful

• Friendly

• Professional

• Concise

• Supportive

• Detail-oriented

How Traits Change Behavior

• Concise → Short, direct answers

• Detail-oriented → Step-by-step explanations

• Supportive → Reassuring and empathetic responses

Suggested Combinations

• Customer Service: Helpful + Professional + Detail-oriented

• Shopping Assistant: Friendly + Helpful + Positive

• Employee Support: Professional + Concise

Try not to select too many traits — fewer, clearer traits work better.

Tone of Voice

Tone of Voice controls how formal or casual the agent sounds.

Professional

• Clear, neutral, and formal

• Best for support-heavy or regulated use cases

Friendly

• Warm and approachable

• Works well for most customer-facing experiences

Casual

• Relaxed and conversational

• Best for informal brands or internal tools

If you’re unsure, Friendly is a safe place to start.

How These Settings Affect Conversations

Persona settings influence:

• Word choice and phrasing

• How much detail the agent gives

• How formal or relaxed responses feel

• How the agent introduces itself

These behaviors stay consistent across all channels.

Making Changes Later

You can update persona settings at any time.

• No retraining is required

• Changes apply immediately after saving

It’s a good idea to revisit persona settings when:

• Your brand tone changes

• The agent starts handling new use cases

• User feedback suggests something feels off

Common Mistakes to Avoid

• Keeping the purpose too generic

• Mixing conflicting personality traits

• Using a casual tone for serious support flows

• Forgetting to test responses after changes

Small tweaks here can make a big difference.

Best Practices

• Be clear and specific with the purpose

• Match tone and personality to your brand

• Test a few conversations after updates

• Review settings as your business evolves

What’s Next?

Once your AI persona feels right, the next step is to train your agent with your data.

Next User Guide: Knowledge Base & Training