Agent Persona
An agent persona is the defined identity of an AI receptionist: its name, voice, tone, manner and goals. It shapes how the receptionist speaks and behaves on every call.
Also called: receptionist persona, AI persona
A persona turns a general-purpose voice model into a specific member of staff. It typically includes a name the agent introduces itself with, a voice, a register (formal, warm, brisk), a few personality traits, and behavioral goals such as "always offer to book" or "never quote prices".
The persona is where a business’s brand shows up in conversation. It is also a safety boundary: goals and prohibitions in the persona are what stop the agent improvising beyond what the business wants said.
Because a persona is free text fed to a language model, anything written into it is effectively an instruction, so it deserves the same care as a script given to a new hire.