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AI Persona

Overview​

The AI Persona defines how a Conversational Agent presents itself and behaves during conversations.

A well-designed persona helps create consistent, predictable, and engaging interactions by defining both the agent's visual identity and conversational behavior.

The AI Persona influences:

  • Agent identity
  • Communication style
  • Personality
  • Response behavior
  • User experience
  • Brand representation

Persona Components​

In IB-X, the AI Persona consists of two primary areas:

Visual Identity​

Visual Identity controls how the agent is presented to users.

Typical settings include:

  • Agent Name
  • Agent Role
  • Avatar
  • Theme Color

These settings help users recognize and interact with the agent consistently across supported channels.

Behavioral Identity​

Behavioral Identity defines how the agent thinks, responds, and interacts during conversations.

Behavioral characteristics are primarily controlled through the instructions configured in the Conversational Agent activity.

These instructions define:

  • Responsibilities
  • Communication style
  • Response formatting
  • Business rules
  • Tool usage behavior
  • Escalation guidance
  • Compliance requirements
  • Safety restrictions

Together, these instructions form the operational personality of the agent.

Agent Name​

The Agent Name represents the display name shown to users during conversations.

Examples:

Lily
IT Support Assistant
HR Assistant
Customer Care Agent

The selected name should clearly communicate the purpose of the agent.

Agent Role​

The Agent Role provides additional context regarding the responsibility of the agent.

Examples:

Conversational Agent
Support Specialist
Knowledge Assistant
Sales Advisor

The role helps users understand the capabilities and purpose of the agent.

Avatar​

The Avatar represents the visual identity of the agent.

The selected avatar is displayed in supported conversational experiences and helps create a more engaging user experience.

Organizations often choose avatars that align with their branding and intended audience.

Theme Color​

The Theme Color controls the primary visual color used throughout the conversational interface.

This color is typically applied to:

  • Chat headers
  • Action buttons
  • Highlighted elements
  • Visual accents

Organizations often align the theme color with corporate branding guidelines.

Defining Agent Behavior​

While visual settings define how the agent appears, the instructions configured in the Conversational Agent activity define how the agent behaves.

Examples of behavioral instructions include:

Support Agent​

You are a customer support assistant.

Provide concise and professional responses.

Use enterprise knowledge when available.

Escalate issues when sufficient information is unavailable.

IT Helpdesk Agent​

You are an IT support assistant.

Help users troubleshoot common technical issues.

Provide step-by-step guidance.

Do not make assumptions about system configuration.

Knowledge Assistant​

You are a knowledge assistant.

Answer questions only using available enterprise knowledge.

If information cannot be found, clearly state that the information is unavailable.

Persona Design Guidelines​

When designing a persona:

Define a Clear Purpose​

Users should immediately understand the role of the agent.

Avoid creating agents with overly broad responsibilities.

Use Consistent Communication​

Define:

  • Formal or informal tone
  • Response length
  • Terminology preferences
  • Formatting standards

Consistency improves user trust and predictability.

Establish Boundaries​

Clearly define:

  • Supported topics
  • Unsupported topics
  • Escalation requirements
  • Tool usage restrictions

Boundaries help reduce unintended behavior.

Align with Organizational Branding​

The visual appearance, tone, and behavior of the agent should align with organizational standards and customer expectations.

Best Practices​

  • Give the agent a meaningful name.
  • Use a role that clearly communicates purpose.
  • Choose avatars that align with organizational branding.
  • Keep instructions focused and specific.
  • Define clear behavioral boundaries.
  • Test the persona using realistic conversation scenarios.
  • Continuously refine the persona based on user feedback.
  • Building a Conversational Agent
  • Conversational Agent Activity
  • Knowledge Grounding
  • Tools and Actions