u/sofia_morales

I'm in the middle of an evaluation to roll out prospect/customer facing agents across our Sales, CS, and Support teams. Each team had rolled out their own tools (Alice, Agentforce, Fin) and they've been managing the agents themselves with not so great results. We're now doing a build vs buy analysis to deliver a more unified CX, but the part my team has been underwhelmed by is the voice...finding something consistent yet still dynamic.

My perspective is that the communication styles of our Sales, Customer Success, and Support agents should all have a different feel. Their objectives are different and they're working with prospects and customers at different stages of their journey.

I'd also like the agents to adapt their communication style in response to the prospect/customer to drive better engagement and see fewer abandoned interactions.

Am I being realistic or is this kind of personalization a nice-to-have in practice?

I'm in the middle of an evaluation to roll out prospect/customer facing agents across our Sales, CS, and Support teams. Each team had rolled out their own tools (Alice, Agentforce, Fin) and they've been managing the agents themselves with not so great results. We're now doing a build vs buy analysis to deliver a more unified CX, but the part my team has been underwhelmed by is the voice...finding something consistent yet still dynamic.

My perspective is that the communication styles of our Sales, Customer Success, and Support agents should all have a different feel. Their objectives are different and they're working with prospects and customers at different stages of their journey.

I'd also like the agents to adapt their communication style in response to the prospect/customer to drive better engagement and see fewer abandoned interactions.

Am I being realistic or is this kind of personalization a nice-to-have in practice?

I'm in the middle of an evaluation to roll out prospect/customer facing agents across our Sales, CS, and Support teams. Each team had rolled out their own tools (Alice, Agentforce, Fin) and they've been managing the agents themselves with not so great results. We're now doing a build vs buy analysis to deliver a more unified CX, but the part my team has been underwhelmed by is the voice...finding something consistent yet still dynamic.

My perspective is that the communication styles of our Sales, Customer Success, and Support agents should all have a different feel. Their objectives are different and they're working with prospects and customers at different stages of their journey.

I'd also like the agents to adapt their communication style in response to the prospect/customer to drive better engagement and see fewer abandoned interactions.

Am I being realistic or is this kind of personalization a nice-to-have in practice?