SEPTEMBER 2023 RELEASES
September 2023 Releases
5 Must Run A/B Tests for your AI Voice Agent
One of the best things about AI Voice Agents is they are programmatic, allowing for rapid conversational AI testing to optimize performance. By A/B testing different elements of your AI agent, you can enhance engagement, improve user experience, and fine-tune responses. If you’re just “setting and forgetting” your AI Voice Agent, you’re not taking advantage of this transformational new technology. Every AI Agent is different – depending on use case, script, compliance requirements – and what you choose to/can A/B test over the long run will vary, but here are 5 easy A/B tests to start you off that’s relevant for every AI Voice Agent.
1. Voice Gender: Male vs. Female
Does the gender of the voice influence user engagement? Some users may find a male voice more authoritative, while others may perceive a female voice as more empathetic. The effectiveness of each can vary based on industry, audience demographics, and even regional preferences.
Start by running an A/B test of a male vs. female voice. And if you know or can infer the gender of your users by name, run an analysis to see if a male or female voice performed better among your male or female customers. If the results are significant, consider further conversational AI testing along these lines – such as age or dialect of the voice.
2. Voice Emotion: Neutral vs. Expressive
Tuning your AI’s emotional expression – controlled via the temperature setting of your TTS voice – may significantly affect how users engage.
- Low voice temperature (< 0.6): Keeps responses neutral, measured, and precise. This works well for IVR replacements or short, transactional calls such as screening/qualification calls that just need to collect a few pieces of perfunctory information. The downside is a voice at this temperature tends to solicit more one word responses like an IVR and the customer may not realize they can actually engage more naturally with the AI agent.
- High voice temperature (1.25+): Adds expressiveness, variation, and energy to responses. This works well for sales or support conversation replacements, and can make AI interactions feel more human-like, soliciting more conversational engagement from customers. The downside of adding temperature to a voice is it may not consistently pronounce certain words exactly as you’d want, and sometimes the pitch can feel off.
3. Conversational Style: Exact Language vs. AI-Driven Flexibility
How rigid should your AI agent be in following scripts? This conversational AI testing method evaluates whether specifying the exact language for interactions leads to better outcomes or if giving the AI more flexibility to decide on phrasing improves engagement.
It’s enticing to draw up a script or Miro board and lock down your AI Voice Agent to read everything verbatim. But that can defeat half the benefit of generative AI, and lead to robotic, repetitive responses when customers go off your anticipated script. Consider who your best human agents are – are they the ones who strictly adhere 100% to the script or dynamically adjust to the customer/situation within some boundaries?
The best thing to do is A/B test an approach where you give examples to your AI agent of things they can say (e.g., say something like) vs. tell them exactly what to say (e.g., say verbatim).
4. Personality vs. Neutral Professionalism
Should your AI voice agent have a distinct personality, or should it maintain a neutral, professional tone? A personality-driven AI can create a more engaging experience, but it may not be appropriate for all use cases. Test what works for you – if you’ve got a light hearted brand, now’s your chance to finally match the experience your customers have with your contact center to your brand.
Example 1: Pet Adoption AI (Cheerful & Friendly Personality)
A customer calls a pet adoption service, asking if they have golden retrievers available.
- Neutral AI: "Yes, we currently have three golden retrievers available. Would you like to schedule a visit?"
- Personality-Driven AI: "Oh, golden retrievers are such loving, playful dogs! You're in luck—we have three adorable goldens waiting for their forever home. Want to come meet them?"
Example 2: Bathroom Remodel AI (Funny Personality)
A customer calls a home remodeling company for a bathroom remodeling project.
- Neutral AI: "How can I assist you with your bathroom remodel – is it a simple upgrade or full gut and replace?"
- Personality-Driven AI: "So, are we talking a simple upgrade, or are you finally getting rid of that crime scene of a 1970s avocado-green bathtub? Either way, I’m here to turn your bathroom from ‘meh’ to ‘spa retreat.’ What’s the vision?"
5. Voice Speed: 0.9x vs. 1.2x
The speed at which your AI speaks can affect clarity and engagement. A slightly slower speed (0.9x) may enhance comprehension and reduce the incidence of customers asking the agent to repeat something – so it may be better for older audiences or where the conversation topic is complex. While a faster voice speed (1.2x) can make interactions feel more natural and dynamic.
Even if the impact of voice speed is neutral on conversions, it can have a big impact on the average talk time, and therefore the cost of your interactions.
Final Thoughts on Conversational AI Testing
Running these 5 A/B tests can help you optimize your AI Voice Agent for maximum impact with very little effort. Small changes in voice, style, and personality can make a significant difference in user experience and business outcomes. By implementing conversational AI testing techniques and continually iterating, you can ensure your AI voice agent delivers the best possible interactions.
Ready to get started A/B testing AI Voice Agents? Click here to dive in!
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