Shortly said, it would be a turn off for your customer knowing the fact that they literally have to talk with a bot – a heartless invisible figure. Later on, they’d complain you for ‘not letting them talk to your human’. If that so, or possibly would be happened to you in the near future, you need to change your concept of a bot itself.
Bot, somehow, is a machine, and yet a part of your brand representative at once: a frontline employee. Your customer gets it easier to remind a chatbot with a particular personality aligned with your brand identity. We’ll come to an age when bot and human are barely distinguishable, and their customer journey felt nearly suchlike. It’s a social platform where you have to tighten your bond with customer’s daily life, and by that, it has to exist as a more flexible and personal figure. The challenge: building bot’s persona is not as if you are training your employee.
It’s a social platform where you have to tighten your bond with customer’s daily life, and by that, it has to exist as a more flexible and personal figure. The challenge: building bot’s persona is not as if you are training your employee.
Deciding bot’s role
Just like humans, the bot has its own specific role, job description. Indeed, a big personality like Siri might attract your customer to mumble around superficial topics, but it wouldn’t work on a bot which specifically created to automate transaction.
Hence, decide a tailored purpose of the bot itself: whether it was made for the transaction, or a mere campaign icon, for instance? Brand affects customer’s perception from a humane chatbot. When the role corridor is clear, the rest of it, which is making the persona, would far easier.
Deciding the interlocutors
Conversations get more meaningful when we know who we are talking to, and so does a bot. Settle on your main audience, define whether there are your main or secondary ones. This is to trigger another idea about the bot functionality to complete the role it has.
Building the persona
Let us put an analogy to this part: it feels like introducing your new bae to the family – what kind of person they are? How about the zodiac traits they gave? Oh, so they are a bit introvert? – made a profile which you think suitable for your audience. Begin, anyhow, to make the bot seemed like an orbited employee.
The trending pop culture pseudoscience might help you make the guidance in creating bot persona. Well, it could be a melancholic 25 years old urban styled man, who is a Leo and INTJ-A. or, it is an animated always-cheerful-bus, who is extrovert and sanguine. Those classifications let you puzzled up a living persona.
Comprehend the problem context
This is to measure how many capacities of information should you put on the bot, in regard to later on, distributing it to your audience. It’s to adjust the quality and quality of the information; how much, how deep, how big the information would be. Too little amount left your audience clueless, and too much amount creates a bias in your bot focus.
One thing is to know what your audience asks frequently so far, based on the main feature you’d like the bot to have, and see how the bot is supposed to respond to it. After, you need to see their satisfaction towards it: do they end the chat with pleasure or left it unsaid? Which question requires a human to handle? This phase is about evaluation on repeat.
Stack the conversations
The key is in finding balance and to test phrases that possibly used in this bot. Through words, the bot needs to deliver its persona to the audience. Indeed, a bot will never be one’s friend, but it has to be friendly, as into your specific audience. Chances are: your bot perhaps lowkey want to adapt and instead feels like an attention seeker when it comes to a younger audience, or simply hardly selling when it comes in a mission to educate the audience.
Write the script
The principle is KISS: Keep It Short and Simple. Pack it concise, exact, and clear. At some cases it takes collaboration between 1) marketing, to set up the narrative, 2) content writer, adjust the persona with tone of voice, and 3) copywriter, to turn it to script.
We all know that bot is a Frankenstein made up of codes; so, made it alive! Conversation needs similar language, context, and understanding. To evaluate chat personality, simulate it watch how natural the flow is, and how audience react to each wordings the bot use.