The goal of chatbots is to simulate natural conversations with users as if they were talking to an actual human. And it can only do that effectively with a persona.
Think of your favorite voice assistants, Siri, Cortana, and Alexa. All of these AI chatbots have a persona that makes them appeal to different users. So what makes an effective chatbot persona?
This article will share the five key elements you should consider when designing one and a chatbot persona template you can refer to.
What Is a Persona?
Your bot persona is like a fictional character designed to embody the personality and characteristics of your brand.
Identifying your chatbot’s persona allows you to understand its character well. In addition, it’s much easier to define since it consists of assigning specific attributes visible to society, such as:
- Purpose, and so on.
While assigning these attributes to a chatbot may seem excessive, this helps solidify and complete the user experience.
Don’t confuse your bot persona with its personality. While a persona defines the bot’s societal role, personality refers to its unique combination of emotional and behavioural drivers.
A persona can include things like one’s job and hobbies. Personality, on the other hand, encompasses how the chatbot interacts with its environment. These are equally important in designing an engaging and effective user experience.
Do Chatbots Really Need a Persona?
A chatbot’s persona is essential in establishing a meaningful and engaging interaction between the customer and the bot. It also helps build trust by providing users with an experience that feels like a human-to-human conversation.
Here’s a closer look at the advantages of giving your chatbot its unique persona:
Mimicking Human Interaction.
In a face-to-face or even an on-the-phone conversation, there is much communication outside the words you use.
The tone, body language, pauses, and other non-verbal cues help us understand what a person is saying. While your bot won’t be able to mimic body language, using images and creative speech patterns can give it a more human touch.
A More Engaging Experience.
You don’t want to create a boring bot that nobody wants to talk to. Having a fun bot encourages users to keep engaging with it and even share it with their friends! More users mean more leads. You know the rest.
Using a Customer-Centric Approach.
A chatbot that’s useful and enjoyable to use can improve brand image and create more brand advocates. As more and more customers use your chatbot, you will save time and manpower when communicating with customers over other channels.
Your brand will also attract more traffic if you give users a more enjoyable experience. And giving your chatbot a persona can help you do that.
5 Main Elements of a Chatbot Persona
One of the first things your chatbot needs to have is a name. This may seem simple, but coming up with a catchy name can be challenging.
You can start by deciding if your bot will represent the company itself or as one of your employees.
First, you have to decide whether the bot should represent the company, have its actual voice, or represent one of your employees. If you have a firm brand name, go with it. Remember that a good name must be memorable, descriptive, and, in some cases, internationally understandable.
A bot’s name can sometimes disguise its gender, which implies another critical decision to make. The issue of gender can be controversial. Creating an intentionally gender-neutral bot can avoid this issue entirely.
3. Personality and Language
Here are a few things you should consider when designing a bot’s personality and language:
- What kind of environment will it be working in? Will it be laid back or formal? What are the social qualities that are considered crucial in such an environment?
- Is the bot going to do a serious task like scheduling doctor’s appointments? Or is it just going to take pizza orders? Different industries and tasks call for different personalities.
- Who are your users? You need to get to know them to ensure your bot’s personality aligns with theirs. This is very important when building customer trust.
- What are your company’s core values? Your bot should reflect these values in how it talks to and deals with customers. If you’re regarded as an innovative and cool company, your bot should act like it too.
Remember not to go overboard. A task-oriented bot shouldn’t be overshadowed by its radiant personality.
Here are some common characteristics and descriptors that can help you out when designing your bot’s personality:
- Inspiring trust
- Straight forward
- Talkative, and so on.
4. The Visual Aspect
You may think chatbots don’t really require a lot of visual branding. And while this may be true for voice bots, chatbots are a different story. These allow many more possibilities and give you more room for creativity.
Your bot should have at least a logo. To make the interaction more engaging, you should use emojis, stickers, GIFs, and so on. You can even incorporate special images for your bots that can be functional and support different use cases. Maintain strong brand association by using consistent visuals.
5. The Voice
Choosing the right voice is critical to creating a voice user interface (VUI). You can use text-to-speech solutions or recorded prompts for this.
Even if Text-to-Speech technology is far past where it was 5 years ago, it is still not perfect for intonation and pronouncing words. But it is a more cost-efficient option to recording prompts with a voice talent.
Chatbot Persona Template Guide
Your chatbot’s persona must have all the attributes to help set it apart. Here’s a chatbot persona template of all the sections you should include in your chatbot’s persona profile:
- The bot’s name
- Specific job
- Personality traits
- Tone of voice
- Key terms and Lingo
- Emojis and GIFs
A chatbot persona is essential to create a conversational, engaging customer experience. With a well-crafted chatbot persona, you can make people feel comfortable and welcome when interacting with it. It will feel as if they were having a conversation with a friend.
Refer to this article’s chatbot persona template, and ensure you include all the necessary elements. You’re sure to create a chatbot that can interact with customers in meaningful ways.
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