Give your Chatbot Character

Because chatbots are people too!

January 19, 2020

Chatbot personality is one of the key ingredients of building great conversational user experiences (CUX) and chatbot user adoption. Having the right personality enables the chatbot to have human, affluent, personal and relatable conversations with users and create an emotional connection with the user.

If we build a chatbot for customer-facing functionality, its identity reflects the personality of your company and the end-user. This is important because your bots represent your brand and the experiences you want to pass on to your customers.

It is difficult to please humans but disappointed. So, your chatbot personality should be consistent at every stage of the conversation - from customer greeting, inquiry management, and information to conversational sign-off.

Humor

Like everyday social interactions, humor can affect how humans view conversations. This helps to keep in touch with the user, during long and difficult interactions or processes. A humorous language chatbot enables the human user to be more engaged in communication and understand the chatbot as a smart organization. With the help of machine learning and NLPs, we can train enterprise chatbots to detect neural manifestations, assess the user’s mood and respond.

Create a chatbot personality at the country level

Building a chatbot personality around the world is a common strategy used when developing chatbots in multiple countries and languages. Not only is this a mistake, but there is likewise a risk that the chatbot will be released.

Cultures vary with regions. We may not treat some polite conversations in one country the same in another country. The word “crazy” may sound like a joke in the UK, but it’s offensive in the US. Therefore, it is more important for conversational architects to create a nationwide chatbot personality than at the global level.

This means that it is not enough to have a single conversational architect for a multilingual chatbot - even if he/she has exceptional cultural awareness. Having a cultural team of speech designers is a great bet. This helps bring out the mastery of language in conversations, which can be very specific.

The purpose of the chatbot

It is important to shape the personality of the chatbot according to its purpose. If we build the chatbot to handle customer complaints or engage in serious conversations, such as assisting customers in time-sensitive activities, the chatbot should be effective and straightforward with questions and responses. The last thing a chatbot should do in such a situation is to be smarter in fun responses.

Voice Brand Tone

Brands often use a unique voice to communicate their identity with customers. Keeping a consistent voice across all communication platforms, such as social media, marketing brochures, and websites helps determine how the consumer sees the brand.

When developing a personality for a chatbot, it is important to determine the volume factor as the brand shows the tendency for users to want to chat. Maintaining consistency between the tone of the voice and the chatbot used can increase user credibility.

Understand the identity of your target user

When planning your chatbot personality, keep in mind the end-user demographics, age, and other key personality traits that the chatbot interacts with. For example, if most your end users / customers are between 25-40 years, it is best not to give the chatbot a personality like a teenager. Understanding the personality of the audience, the speech/language they use, the text, habits, mannerisms, interests, etc. often helps to turn a chatbot personality into a customer recruiter.

Opening a greeting/conversation

The greeting or first message sent to the customer is the key to conveying the bot’s intent. Not only should the bot introduce itself but also the diverse services it offers. Instead of being greeted with open-ended questions like “How can I help you”, the bot should send specific messages such as “I can help you raise a HR ticket, answer common HR questions, or contact a HR agent.”

There are many ways to start a conversation - “hello”, “hi”, “yo”, “greetings” and so on. Eacho of these words reveal a different personality.

Handle unexpected and unknown questions

When a person asks a bot a random question or something that isn’t related to the context, the chatbot should be able to answer it, anyway. This behavior helps the human to form an emotional connection with the chatbot. The chatbot should also contain multiple unwanted responses. Whenever a user asks an anonymous question, a bad “Sorry, I didn’t get it” response leads to a bad CUX

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