How to Make AI Feel Personal, Without Pretending It's Human
AI doesn't have to sound robotic AND it shouldn't try to be human either. AI is becoming essential for small business operations, from replying to leads to handling customer service and booking appointments. But one of the biggest concerns is that AI responses feel impersonal or “too robotic.”
The goal isn’t to trick someone into thinking they're chatting with a person. It's to deliver fast, accurate, brand-aligned support that still feels warm, helpful, and relevant.
Why Personalisation Matters in AI Communication
Customers are more likely to engage with messaging that sounds like you, not a bot.
Personalisation builds trust and keeps your brand consistent, even in automated interactions.
The more your AI sounds like your business, the less it feels like automation.
Define Your Brand Voice and Use It Everywhere
Before adding AI tools, you need to know how your business sounds:
Are you casual or professional?
Do you use emojis or keep it straightforward?
Do you refer to your team as “we” or “I”?
Train your AI tools with real examples of how you speak to customers in emails, DMs, and calls. This creates consistency that customers trust.
Don’t Fake Humanity Be Clear It’s an AI Assistant
Customers value transparency. Instead of pretending to be a person, clearly state it’s an assistant designed to help them.
Bad: “Hey it’s Sarah! How can I help?”
Better: “Hi there, I’m your virtual assistant from [Business Name] and i’m here to help with questions or bookings.”
Use Smart AI Prompts That Adapt
Make sure your AI tools adjust based on context.
For example:
Different tone for new vs. returning customers
Follow-up sequences that reference previous interactions
Adjust replies based on time of day, urgency, or customer intent
This creates a smarter, more relevant conversation.
Add Personality with Purpose
You don’t need humour or fluff, just make it sound human-friendly.
Use phrases like:
“Thanks for reaching out, I can help with that.”
“Would you like me to book that in for you now?”
“No worries, we’ve got options.”
Short, clear, and helpful = confident and personal.
Keep It Useful First (Friendly Second)
The fastest way to ruin personalisation is to overdo it. Don’t force jokes, don’t over-apologise, and don’t add filler. People want answers. Make sure your AI delivers them first, with friendliness second.
Tools That Help You Sound Like You
Go High Level – AI SMS, email, and funnel automation with custom voice
ChatGPT API – Feed your tone of voice, FAQs, and example responses
Make.com – Build custom workflows that personalise replies based on user behaviour
Twilio – Automate voice and SMS with scripts that match your brand tone
AI doesn’t replace human connection — it supports it. The key is making sure your automations reflect your values, tone, and way of doing business.
With the right prompts, workflows, and voice, AI can feel like an extension of your team, not a clunky robot.
Want Help Making AI Feel Like You?
Let’s customise an AI system that reflects your brand, improves service, and keeps your customers engaged.
Book a strategy session to see how we do it.