Chatbots provide better and speedier customer service. Many businesses use chatbots to cut down their budgets and increase their revenue by bringing in more customers. Chatbots are typically employed by internet service providers like Charter Spectrum and countless other online retailers. So, the question is what makes a chatbot so effective?
As we know that chatbots use Artificial Intelligence and are programmed to mimic human interactions. Giving your chatbot a distinguishable personality makes it stand out and seem trustworthy. It also makes the chatbot seem more approachable and removes the cold, robotic feel that comes with technology. A persona allows you to outline how the bot will speak to the customers, its language, style, tone, and gender, etc. play an important role in determining whether customers would like to use it or not.
Many companies often hire professionals for creating a persona for their chatbot. Therefore, it is important to know the significance of the following factors while developing one:
#1. Consider Your Brand’s Personality
Before you begin creating the persona of your chatbot, connect with your company’s brand. The core values that your organization holds dear will help you make better-informed decisions. The overall outlook portrayed through your business website and social media platforms will also help in the creation of the design, color palette, fonts, outlook, emotions, and tone of your chatbot.
#2. Think About Your Customers
Another important aspect to think about is your end-user. Meaning your customers. Step into their shoes and think about what customers would use it for. Keep the following questions in mind while designing the bot’s persona.
- Who is your customer?
- How do your customers communicate?
- What demographics do your customers belong to?
- How well-versed your customers are with technology?
- What kind of problems they face most while using your products or services?
It is human nature to connect with people who have similar traits and are friendly. We surround ourselves with people who are nice to us. Similarly, a chatbot can be programmed to speak in a friendly tone while professionally solving the problem with efficiency. Adding a humorous, kind, and friendly touch of phrases can make your bot seem more human.
#3. Chatbot’s Features
The most important thing to consider is the kind of responsibilities that the chatbot will perform. Let’s assume that your company provides retail services, your bot should be able to recall customer history, their product preferences, and be able to make better recommendations in a way that feels personalized and customer-centric. If these things aren’t taken into account, the customers would feel that you are just interested in marketing your products. That is why a business needs to understand what its customers would use the chatbot for.
#4. Name and Gender of Your Bot
Although it seems like common sense that a Chatbot should be named, many companies make a mistake while naming their bots. It is important to decide whether the bot will act as your employee or would it be better if the bot represents the company as a whole being with its own voice.
If you are a popular and influential business, then using the bot with its own voice might be a good choice. In this case, the bot should have a strong name and distinguishable personality that would make a good impression on all users. make sure that the name is short, memorable, and descriptive.
As for the personality of your bot, it all depends on the kind of tone required for your bot’s responsibilities. It is a creative choice because the bot can be male, female, or gender-neutral. Designing a gender-specific personality helps people connect with the bot effortlessly.