Product Updates
Kevin Coleman
Co-Founder
5 minutes
The way your AI helpdesk communicates with employees can significantly impact adoption rates and overall satisfaction. At Ravenna, we're constantly innovating to ensure your AI assistant feels like a natural extension of your team rather than just another cold, robotic system.
Our latest enhancements focus on personality customization features that let you tailor your AI's communication style to perfectly match your company culture. Let me walk you through these exciting updates and explain why they matter for internal operations leaders looking to transform support experiences.
Introducing AI Personality Configuration
One of our newest capabilities is the AI Personality tab, which provides unprecedented control over how your AI assistant interacts with employees. This feature allows you to configure:
Custom Prompts: Set specific instructions for how your AI should communicate
Greeting Behaviors: Define how the AI introduces itself when employees start new conversations
Response Length: Adjust verbosity based on your team's preferences
Tone of Voice: Select from various communication styles to match your company culture
Emoji Usage: Control whether and how frequently your AI uses emojis
The level of customization is extensive. For example, you could instruct your AI to greet employees using your company's unique terminology or incorporate specific cultural references that resonate with your team.
How It Works
The implementation process is straightforward and user-friendly. Within the Ravenna platform, you'll find the AI Personality tab where all these configuration options are available through simple controls.
Once you've set your preferences, our built-in testing functionality allows you to immediately see how your AI will respond to employee queries. This chat panel provides a real-time preview of your AI's personality and communication style, letting you refine the settings until they perfectly match your vision.
For instance, if you set a specific tone or instruction like "respond in a casual, friendly manner," you can test various questions to ensure the AI maintains that style consistently across different types of inquiries.
This testing capability extends throughout the platform, including knowledge base sections. When you import documentation such as employee handbooks or policy guides, you can immediately ask questions about that content to see how your AI will respond using your configured personality settings.
Why This Matters for IT Operations Leaders
For internal operations leaders, these personality customization features address several critical challenges:
1. Cultural Alignment
Your AI assistant now becomes a genuine extension of your company culture rather than feeling like an external tool. When the AI communicates in a way that resonates with your specific workplace environment, employees are more likely to engage with and trust the system.
2. Enhanced Adoption Rates
One of the biggest hurdles in implementing new internal tools is employee adoption. When your AI assistant feels familiar and approachable, employees are more likely to use it rather than reverting to traditional (and more resource-intensive) support channels.
3. Reduced Friction
The traditional ticketing system creates unnecessary friction in the employee experience. By allowing your AI to communicate in a way that feels natural and aligned with how your teams already work, you remove barriers to getting help.
4. Brand Consistency
For larger organizations, maintaining consistent internal communication is crucial. Your AI assistant's personality can be tailored to maintain the same voice and approach used in other internal communications, reinforcing your organizational identity.
Go Beyond Automation
What makes this capability powerful is how it transforms the perception of AI in the workplace. Rather than just automating tickets, you're creating an assistant with a personality that employees actually want to interact with.
Traditional enterprise service management systems force employees to adapt to their workflows and communication styles. We believe this approach is fundamentally backward. Your support systems should adapt to how your employees prefer to work, not the other way around.
By allowing deep customization of your AI's personality, we're enabling a support experience that meets employees where they are, using language and communication styles they're comfortable with, all while handling their requests efficiently.
Real-world use cases
The practical applications are numerous. Consider these scenarios:
A tech startup might configure their AI to use casual language, tech humor, and abundant emojis to align with their workplace culture
A financial institution might program their AI to maintain a more formal, precise tone while still being helpful and approachable
A multinational organization could customize different AI personalities for different regional offices, accounting for cultural nuances and communication preferences
And because the testing tool is integrated with your knowledge base, you can ensure the AI accurately represents your policies and procedures while maintaining the personality you've designed.
Wrapping up
These new personality features represent our commitment to completely reimagining enterprise service management for the modern workplace. We understand that the gap between how employees prefer to work and how traditional support is delivered isn't just inconvenient—it's wasteful and frustrating.
Rather than simply automating outdated ticketing systems, we're building a fundamentally better approach to internal support—one that feels like a natural part of your employees' workflow and reflects your organization's unique identity.
Ready to see how a personality-customized AI can transform your internal support experience? Contact us at Ravenna to see a personalized demo of these features in action and learn how we're helping leading organizations reduce ticket volume, improve employee satisfaction, and free their support teams to focus on higher-value work.
