Increased advancements and enhancements of Artificial Intelligence (AI) in the last decade has changed technology for good. Many businesses have invested quite heavily in AI, intending to bring about a high level of personalized customer experience (CX) and their personal growth.
Chatbots and CX:
Since CX is the bonding factor for companies and customers, businesses have employed chatbots that are available on-demand 24/7, as the first point of contact to answer customer queries in a self-service model. About 300,000 active bots were engaging with customers on Facebook’s Messenger service, where 8 billion messages were exchanged every month.
Companies and firms are making a beeline to design chatbots as vital digital ambassadors of their business, that they can represent brands in the best possible way. For this, chatbots need to project a personality with all the endearing human qualities that fit the vibe of the brand and create an exclusive and engaging customer experience. A customer should remember the brand and use its services continually for a satisfying experience.
Related: The Future of Customer Experience for 2020 & Beyond
Bots need a Personality:
Akin to humans who are trained to utilize customer service techniques to ensure the customer has a satisfying experience, chatbots also need a character to replicate real customer experiences and interactions. Giving personality to a chatbot is to ensure it can emotionally connect with customers. All chatbot conversations must be personalized to make it more human-like to establish an emotional connection with customers and, in the bargain, make the brand stand out.
Featuring a unique personality makes the conversation engaging and builds a bond between a brand and its customers, hence translating into the better customer experience. An interaction with a chatbot should be like that with a friend. It should be comfortable, simple, relaxing, personal, and engaging for the customers to return to your product or service, which means it is recurring business, increased sales, and growing brand loyalty. A chatbot’s personality creates a deeper understanding of the goal, style of communication through the choice of language, mood, and intonation.
Building personality for your chatbot:
The critical ingredient to build a character for your chatbot is to understand the personas of the brand’s target audience intimately. A thorough comprehension of the customer’s routine habits, mannerisms, preferences, experiences, interests, language choices, and quirks are also critical in building chatbot personas.
The chatbot should display multiple personality traits, like the humans, depending on the type of customers it is interacting with. Having the right tone (Choice of words and phrases or humor and wit) to the chatbot is an art in itself, and brands should incorporate it.
Testing with real conversations:
Simulate a chatbot’s personality, the nuance of language, and its choice in a real discussion to determine if the conversation flow feels authentic and natural. Testing the chatbot’s conversation is the sure-shot method of eradicating any shortcomings in the conversation flow. Just like with humans, Chatbots’ personality building is an iterative exercise that needs to be adjusted over time. Several testing trials are required to determine the best and the most natural fit for the chatbot.
Finally, it might seem a lot of work for the time spent to develop accurate, functional, well-rounded, unique, relatable, and personal chatbot. But once all pieces of this jigsaw puzzle fit in, it makes the effort of creating an unbelievably fun and efficient customer experience and satisfaction well worth it.
Related: Build your Business with Enhanced Customer Experience