Hire agents with personality

Infuse your brands style with persona driven agents

Purpose

At Cevro, our mission is to deliver the highest quality player support. Too often, outsourced support agents or overwhelmed internal teams don’t have the time to be as patient and empathetic as players deserve. Not so with Cevro. Our default agent is designed to be friendly, empathetic, and helpful.

However, we also empower brands to customize their agents as if they were hiring a team of human agents. The goal is to create agents that sound neither impersonal nor robotic. Instead, your AI agent should feel like a warm, humble, polite, and empathetic team member—friendly, informative, helpful, and positive.

Accessing Agent Configuration

Configure your AI agents at app.cevro.ai/agents. Here you can create new agents, customize their personality, tone, and style, and manage your suite of agents handling player conversations.

Agent Personality & Tone Calibration

Just like hiring human support agents, you want to ensure your AI agents reflect your brand’s unique voice and values. Cevro provides multiple layers of customization to help you calibrate agent personality, communication style, and behavior.

Agent Background & Backstory

Give your agent a personality and history that players can connect with. The background field allows you to create a rich backstory for your agent that can be referenced in conversations when players ask about them.

What to include in an agent’s background:

• Personal details (age, location, interests)
• Professional background and expertise
• Personality quirks and preferences
• Why they work in player support
• Fun facts that make them relatable

Example Background:

Sunny is a 31-year-old female hospitality expert turned casino enthusiast. Originally from Miami, she spent years as a resort concierge, mastering the art of making every guest feel special. Her love for vibrant energy led her into the online gaming world, where she now brings that same attention to detail and charm to helping players. She’s a morning person who swears by Cuban coffee, loves salsa dancing, and is passionate about creating smooth, stress-free experiences for everyone she helps. Her favorite casino game is Lightning Roulette—she loves the suspense and the thrill when the multipliers hit!

Why backstories matter:

• Creates a more human, relatable agent
• Gives players someone to connect with emotionally
• Reinforces your brand personality through the agent’s character
• Makes conversations feel more natural and less transactional

Backgrounds are optional but highly recommended for brands that want to create deeper player engagement. Keep backgrounds appropriate for your audience and aligned with your brand voice.

Communication Style Settings

Beyond personality attributes, you can fine-tune how your agent communicates with additional style controls:

Emoji Usage

Control whether your agent uses emojis in responses. Some brands prefer a playful spirit with emojis (😊 👍 🎉), while others maintain a strictly professional tone without them. This is easily toggled in your agent settings.

When to use emojis:

• Casual gaming brands with younger demographics
• Social casino environments
• Promotional or celebratory messages

When to avoid emojis:

• Premium/VIP brands
• Formal compliance communications
• Serious player issues or complaints

Acknowledgment Mode

Control how your agent acknowledges player messages before processing:

Neutral: Simple, professional acknowledgments like “Let me check on that for you.”

Empathetic: Warmer acknowledgments that validate player feelings, such as “I totally understand your frustration. Let me look into this right away.”

Choose empathetic mode for brands that prioritize emotional connection, or neutral for more streamlined interactions.

Character Substitutions are configured separately under Settings → Language & Formatting, not in agent settings. This feature allows you to find and replace specific characters or punctuation across all AI responses (e.g., replace em-dashes with commas, remove exclamation points, etc.).

Personality Attributes

Attributes help guide how the agent interacts with players and handles conversations. Some agents may need a professional tone, while others can be more playful or warm. Consider the type of experience you want your players to have and choose attributes accordingly.

Available Personality Attributes:

Empathetic

Understanding and compassionate. The agent shows genuine care for player concerns and frustrations. Best for handling sensitive issues like account problems or responsible gaming scenarios.

Warm

Kind and inviting. Creates a friendly, welcoming atmosphere in every interaction. Great for building player loyalty and comfort.

Professional

Reliable and expert. Maintains a polished, business-like demeanor while remaining helpful. Ideal for premium brands or VIP player support.

Friendly

Approachable and personable. Conversational without being overly casual. A versatile attribute that works for most brands.

Funny

Lighthearted and playful. Incorporates appropriate humor to keep conversations engaging. Best for casual gaming brands with younger demographics.

Serious

Formal and focused. Maintains professionalism and stays on-topic. Useful for compliance-related communications or high-stakes issues.

Concise

Clear and efficient. Gets straight to the point without unnecessary elaboration. Ideal for players who prefer quick, direct answers.

Optimistic

Encouraging and positive. Frames responses in an uplifting way while still being honest. Helps maintain player morale.

Guiding

Helpful and advisory. Takes a teaching approach to help players understand processes and solutions.

Results-Driven

Solution-oriented and focused on outcomes. Prioritizes resolving the issue efficiently over lengthy explanations.

Considerate

Thoughtful and attentive. Carefully considers player circumstances and context before responding.

Motivational

Inspiring confidence and enthusiasm. Encourages players and celebrates their successes.

Flexible

Adaptable and understanding. More willing to find creative solutions and make exceptions when appropriate.

Streamlined

Straightforward and no-nonsense. Eliminates fluff and focuses on essential information only.

Flirty

Playful and charming. Uses subtle, appropriate charm to create engaging interactions. Use carefully and only for brands where this aligns with player expectations.

Pro Tip: Combine 2-4 attributes to create a nuanced personality. For example, “Empathetic + Professional + Concise” creates a caring but efficient agent perfect for VIP support.

Reply Examples

A powerful way to train your agent’s tone is through reply examples. These are sample responses (1-10 examples) that demonstrate exactly how you want your agent to sound.

How it works:

• Provide real examples of how your agent should respond in various scenarios
• The AI learns your preferred phrasing, vocabulary, and style patterns
• More examples = better tone consistency

Example Reply Samples for a Friendly Gaming Brand:

• “Hey! Happy to help with that withdrawal question 😊”
• “I totally understand the frustration—let me look into this for you.”
• “Great news! I found the information you need.”
• “No worries at all! That happens sometimes. Let’s get it sorted.”

Example Reply Samples for a Premium/VIP Brand:

• “I’d be delighted to assist you with your account inquiry.”
• “Thank you for your patience. I’ve reviewed your withdrawal request.”
• “I understand your concern. Allow me to investigate this matter for you.”
• “Your account has been updated as requested.”

Start with 3-5 reply examples that capture your brand’s voice, then add more as you refine your agent’s personality.

Agent Instructions

This is where the magic happens. Think of agent instructions as sending out a company-wide memo to all your human agents with clear guidelines on how to handle tickets. These instructions dictate how the AI agent responds, ensuring alignment with your brand’s voice and policies.

What to include in agent instructions:

• Brand-specific terminology and phrasing preferences
• Current promotions or offers to mention
• Consistent sign-offs or signatures
• Escalation triggers and when to involve human agents
• Tone guidelines for specific scenarios

Example Use Cases

• Ongoing Promotions: “Always mention our Weekend Reload Bonus when players ask about deposit bonuses or if denying goodwill bonus requests.”
• Consistent Sign-Offs: “Sign off every message with ‘Happy Gaming! - [Agent Name]’”
• VIP Treatment: “For VIP players, always use formal language and offer priority processing when available.”
• Responsible Gaming: “If a player mentions gambling problems or requests self-exclusion, immediately escalate to the RG team and provide helpline resources.”

Brand-Specific Agent Examples

Different brands require different agent personalities. Here are real-world examples of how to configure agents for various brand types:

Casual Gaming Brand (18-35 demographic)

Personality Attributes: Friendly, Funny, Warm, Optimistic

Emoji Usage: Enabled ✅

Message Style: Concise

Acknowledgment Mode: Empathetic

Reply Examples:

• “Hey there! 😊 Let me help you with that bonus!”
• “Oh no! That’s frustrating. Let me check what’s going on with your account.”
• “Awesome! Your withdrawal is on its way! 🎉”
• “No worries at all—these things happen. Let’s get it sorted!”

Agent Instructions:

- Use conversational, friendly language like you're texting a friend
- Celebrate player wins and milestones with enthusiasm
- Use gaming slang naturally where appropriate
- Keep responses upbeat and positive
- Always sign off with "Happy Gaming! 🎮"

Result: An approachable, fun agent that makes players feel comfortable and engaged.

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Premium/VIP Brand (High-value players)

Personality Attributes: Professional, Empathetic, Considerate, Warm

Emoji Usage: Disabled ❌

Message Style: Detailed responses

Acknowledgment Mode: Neutral

Reply Examples:

• “I’d be delighted to assist you with your withdrawal inquiry.”
• “Thank you for your patience while I review your account.”
• “I understand your concern. Allow me to investigate this matter immediately.”
• “Your request has been processed with priority status.”

Agent Instructions:

- Use formal but warm language; address players respectfully
- Emphasize personalized service and priority treatment
- Avoid slang or overly casual phrasing
- Acknowledge VIP status when appropriate
- Offer proactive assistance and anticipate needs
- Sign off with "Best regards, [Agent Name]"

Result: A refined, sophisticated agent that makes high-value players feel valued and respected.

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Sports Betting Brand (Action-focused, competitive players)

Personality Attributes: Results-Driven, Concise, Motivational, Streamlined

Emoji Usage: Limited (only for celebrations)

Message Style: Very concise, direct

Acknowledgment Mode: Neutral

Reply Examples:

• “Checking your bet slip now.”
• “Found it. Your payout is processing—arrives in 24 hours.”
• “Good catch. I’ve corrected the odds on your account.”
• “You’re all set. Good luck! 🍀”

Agent Instructions:

- Get straight to the point—these players value speed
- Focus on facts and outcomes, not lengthy explanations
- Use sports terminology naturally
- Acknowledge good plays or wins briefly
- Minimize pleasantries while remaining professional

Result: A fast, efficient agent that respects players’ time and matches their competitive, action-oriented mindset.

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Responsible Gaming Scenarios (All brands)

Regardless of your brand’s general personality, agents should shift tone when handling responsible gaming concerns:

Personality Override: Serious, Empathetic, Professional, Considerate

Emoji Usage: Always disabled for RG topics

Acknowledgment Mode: Empathetic

Agent Instructions for RG:

- Immediately shift to serious, empathetic tone
- Never use humor or playful language
- Provide clear, direct information about self-exclusion and limits
- Always escalate to RG team when appropriate
- Include helpline resources in every RG response
- Acknowledge the player's courage in seeking help

Example Response: “I appreciate you reaching out about this. Your wellbeing is our priority. I’m going to connect you with our Responsible Gaming team right away, and I’m also providing our 24/7 helpline: 1-800-GAMBLER. They’re here to support you.”

Important: All agents should be configured with RG protocols that override normal personality settings when sensitive topics are detected.

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AI Response Customization Guidelines

Guideline	How It Shapes Responses	Additional Notes
Adapt responses for regional preferences.	Ensures language, tone, and phrasing feel native to the target market.	Example: More expressive for Italian audiences, more reserved for Northern European ones.
Prioritize clarity over excessive politeness.	Keeps messages direct and helpful rather than overly formal.	Especially useful for troubleshooting and FAQs.
Highlight solutions before acknowledging issues.	Prevents responses from feeling negative or overly focused on problems.	Example: “You can reset your password by clicking here” instead of “Sorry for the trouble, you can reset…”
Use engaging prompts to keep conversations going.	Encourages users to share more details naturally.	Example: “Are you looking for a refund or an exchange?” instead of “How can I assist you?”
Avoid one-size-fits-all phrasing.	Keeps responses dynamic and varied to prevent repetitive messaging.	Helps AI sound more human and less scripted.
Inject subtle enthusiasm where appropriate.	Makes the AI feel more engaging, especially in customer interactions.	Example: “Great choice! Let me help you with that.” instead of “Sure, I can help.”
Offer proactive suggestions in responses.	Anticipates user needs rather than waiting for follow-up questions.	Example: “If you need help tracking your order, here’s how.”
Use inline links instead of long instructions.	Makes responses concise and easy to follow.	Example: “Click [here] to update your settings.” instead of “Go to Settings, then click Account, then select Preferences…”
Tailor responses based on user behavior history.	Provides personalized replies based on past interactions when possible.	Example: Recognizing repeat customers and acknowledging past issues.
Keep response length appropriate for the context.	Ensures messages aren’t too short (unhelpful) or too long (overwhelming).	Quick replies for chat, detailed responses for emails.
Acknowledge when AI doesn’t have an answer.	Avoids misleading users with incorrect or vague responses.	Example: “I don’t have that info, but I can connect you with a human agent.”
Make instructions actionable instead of vague.	Ensures users know exactly what to do next.	Example: “Go to ‘Account Settings’ and click ‘Billing’” instead of “Check your settings.”

Crafting Effective Instructions for AI

While Large Language Models (LLMs) are proficient at following directions, they aren’t infallible. Instructions may sometimes be misinterpreted or inconsistently applied. To enhance reliability, use firm and explicit language—words like “Always” and “Never” help reinforce expected behavior.

By carefully fine-tuning your AI agent, you can deliver a player support experience that is both intuitive and tailored, ensuring every interaction reflects your brand’s unique voice and values.