Does the persona characteristic enable the fulfillment of this purpose?.What purpose is it supposed to fulfill?.Alternatively, you might want to avoid promoting certain activities that might be popular but also harmful in excess (e.g., drinking, smoking, etc). There should be an overlap and perhaps an extra perk (something your audience is not likely to have as a hobby, but it is considered desirable). The answers to these questions should not be much different from those in the previous section. What would he/she like and enjoy doing?.If your brand was a human, who would he/she be?.For example, if your target group includes teenagers primarily, you will want to avoid sounding and having the preferences of a parent, teacher, or another authority figure. While every customer is unique, it’s crucial that the bot’s persona resonates with the majority of the segment. What are their interests, passions, hobbies, and other values?.Which of these segments will interact with a chatbot?.Hence - as first mentioned by chatbots magazine - when creating a chatbot persona, you should aim to balance these three aspects: Your Users/Customers On the other hand, defining a persona will help you create distinct personality traits that will fit with your brand identity as well as make the conversational flow sound more natural. It’s always more attractive than having to fall on chatbot error loops. If the bot has a well-defined persona tailored to that audience, the bot’s answers to the non-related questions are bound to entertain and incite emotional connection. When speaking to a bot, humans are likely to succumb to the temptation to test its capacity by asking questions that are not always relevant to the bot’s purpose like "Who are you?" or "What do you like to do" Like human employees, your virtual assistant should be able to go “off-script” and reflect its persona. It might seem a bit excessive, however, it does help to solidify and complete the user chatbot experience. Also, it's much easier to define as it consists of assigning your bot attributes visible to the society such as a job, the interests and beliefs. These factors need to be incorporated into your chatbot in order to maximize engagement.ĭefining your chatbot’s persona allows you to gain a strong understanding of its character. but also as the whole of their actions and reactions in different situations. However, when we talk to a human, we perceive them not only as a set of their social roles, hobbies, job, and passions, etc. What will be its avatar? (Avatar: a visual representation of chatbot persona & personality)īuilding a convincing character is often underestimated and often downgraded to a meager list of characteristics.What personality will tit portray? (Personality: a unique combination of intrinsic emotional and behavioral motivators that become visible in the way people act in different contexts).What persona will the bot assume? (Persona: a set of attributes that are on the surface, presented to the rest of us It includes person’s societal role such as job, interests, hobbies, how they want to be perceived by others, etc.).You need to ask and answer questions such as: Like writing a script or a novel, there are many factors to consider when designing your chatbot character. When creating an automated version of a human experience such as conversation, it’s essential to take a human-centric approach to the task. Then and only then, worry about everything else. Make sure that goal is achieved as smoothly as possible. However (in most cases), before anything else, think of your chatbot's true goal. If your bot’s goal is to entertain (e.g., as a fun quiz), then, by all means, place the personality on the pedestal it deserves. If the case is the latter, it is, in fact, better to have no personality at all than allow it to hurt bot performance. If done well, bot personality should enhance performance, not harm it. In other words, personality is crucial but only as far as it doesn’t hinder performance. The act of asking what’s more important, performance or personality, serves mainly to remind you not to allow the latter to harm the former. Second, most people say they care about bots being more practical than pleasant and entertaining.ĭon’t worry. I know, the information seems somewhat contradictory.įirst, chatbot personality improves the experience. According to another study by Ubisend, 69% of consumers would happily speak to a chatbot to get quick answers, but only 15% would chat with it for the fun of it. Though, at Landbot, we quite strongly advocate for performance over quality.Īfter all, results are what counts in the end if you create a bot to carry out a specific task, getting that task done matters most.Īccording to Business Insider, 48% of consumers care more about a bot being able to solve the issue at hand over it having a personality.
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