search

👄Conversational Flow Tips

Customizing How Your AI Speaks

Your Kea AI Voice Agent is designed to sound natural and helpful when speaking to customers — but the exact flow of conversation depends on how your menu, prompts, and language are set up. This guide walks you through a few best practices to help your AI sound more human, stay concise, and match your brand’s voice.

hashtag
1. Fine-Tune Tone and Personality From Your Greeting

Your AI should sound like a friendly extension of your brand. You can edit your Greeting Messagearrow-up-right to better match your desired tone.

Examples:

  • Formal: “Welcome to Joe’s Pizzeria. How may I assist you today?”

  • Casual: “Hey there! Thanks for calling Joe’s — what can I get started for you?”

  • Playful: “Hi! You’ve reached Joe’s Pizzeria, home of the giant slice. What are you craving today?”

💡 Pro Tip: Since the greeting is the first interaction a caller hears, you can customize the call flow by including prompts like:

“Would you like to place an order for pickup or delivery?” or “Are you calling to place an order or ask about something else?”

This helps the AI quickly guide the caller to the right next step, making the conversation faster and smoother for everyone.

hashtag
2. Customize How the AI Replies to Specific Scenarios

When a customer asks any questions, the AI uses language pulled directly from your Kea Brand Portal and menu configuration. To make responses sound more natural (and on-brand), you can edit these phrases by adding FAQ prompts in your Kea Portal.

Example:

  • Instead of the AI saying, “No, we are closed on Sundays.” try adding an FAQ with phrasing of your preference so it says:

    Q: If the caller asks if we are open on Sundays.... A: ...respond with, "I'm sorry, we are closed on all Sundays for so our staff can spend time with their family. We look forward to serving you at 11am on Monday" .

Tip: 1. You can use the open ended question "...." and starting your answer with "...." to train the AI on how you want it respond verbatim.

  1. Keep your phrasing short, conversational, and clear — this helps the AI sound more natural and keeps the order flow smooth.

hashtag
3. Prevent the AI from Reading the Entire Menu

If a customer asks something broad like “What do you have?” the AI may attempt to list everything in your menu if not guided properly. To prevent that (and create a smoother experience), try these strategies:

  • Add an FAQ to your Kea Portal. For example:

    Q: "What are your most popular pizzas?"

    A: “We have quite a few pizzas on our menu — the most popular ones are Pepperoni, Veggie, and Supreme. What are you in the mood for?”

  • In your menu configuration, make sure categories are clearly labeled and organized. This helps the AI group items and avoid reciting long lists.

🚫 Avoid:

  • Adding long, detailed descriptions to category names (the AI will read them verbatim). Example: Pizza vs Mike's Famous 16" Deep Dish Pizzas.

--> DO keep the descriptions included within the menu item however.

hashtag
4. Keep Training with Test Calls

The AI learns from your test calls — the more variety it hears, the better it gets at handling real conversations smoothly. During onboarding, place several test calls to:

  • Hear how the AI responds to real customer phrasing.

  • Identify awkward or robotic moments.

  • Update menu wording or phrasing to sound more natural.

PreviousFixing Modifier Prompts in Your MenuNextToast

Last updated