How to Improve Customer Experience By Giving Chatbot a Personality?

Quick Summary: The work that a Chatbot carries out is vital due to being the reason for the notification of a task. On the other hand, the style, tone, the attitude of a Chatbot, all in all, the personality will determine the success of the Chatbot.

The personality of any chatbot is the key to bringing the chatbot user a great user experience. In early 2000 Smart Child was the chatbot that was under the buddy list of many people, which also gave widespread exposure to the chatbots to the humans. Today, Siri and Alexa are among the most successful chatbots that mimic human conversations instilled with personality.

The emergence of a human design narrative focused on the natural conversation between people and machines can be achieved through more life-like, intimate, and representative of human interaction. Thus, a rich and detailed personality of a chatbot and voice assistants becomes the focal point as well as more believable, relatable, and relevant to users.

So, businesses looking forward to building a chatbot needs to keep their personality in mind to represent the company on a personal level. Hence, you can look for a Chatbot Development company for better assistance. In addition to it, a chatbot must have the following things at every stage, such as –

  • Greetings
  • Explanation of services
  • Asking and answering questions
  • Providing information and services

Make a Best Friend on the Internet

However, personality is important, but performance is equally essential. SmartChild was successful in creating a bot that could respond with funny, sad, and sarcastic comments which were more like human than a robot.

Back in 2000, 250,000 humans interacted with the robot each day. Despite the personality, bots may also be designed to provide direct responses and complete that task assigned. Research states that 69% of consumers use a chatbot to get instant answers just, 15% of consumers would use it for fun.

Once you ensure the optimum performance of the chatbot, then you can invest time in enhancing the personality of the chatbot.

How to Develop A Chatbot with Personality

Chatbot Development Company

When designing a Chatbot, consider a few things for personality.

Use of a Chatbot

A chatbot can be efficient and straightforward with questions and responses while not wasting time trying to be clever in case of emergency rescue and helping people. On the other hand, designing chatbots for financial institutions can have jokes about a negative account balance or inadequate savings account. Thus, considering an appropriate personality begins by understanding the primary use of a chatbot.

Checking the Guidelines of Brand

Since every company has specific guidelines to design and inform the content of your marketing materials. In addition, resources such as social media strategies, buyer persona, and the company’s style guides are a few that are handy. When developing a Chatbot, it must align with the company’s guidelines.

Targeting the Ideal Customer

The Chatbot must portray the persona of your target market. When your bot uses the culture and language reference & relate to the life experiences of your primary demographics, it is likely to connect with your target market. Whether your customer is a millennial that loves tech gadget or other, it must mimic the demographics of that millennial.

Read Also:The Fundamentals of a Successful Chatbot Strategy

Developing Personality Traits of Bot

Every organization considers following different behavioral personality traits for their bot, such as friendly, funny, witty, sarcastic, helpful, polite, or more. Some organizations would use a five-factor model of personality for a bot to react respectively. The five factors include openness to experience, conscientiousness, extraversion, agreeableness, and neuroticism.

Key Interaction Points To Infuse

Chatbot leverages a lot of opportunities to the brand. In order to improve the experience of your customer, you can consider a few personality-enhancing points.

No wonder greeting the customer is always a good practice. Allowing your customer to acknowledge that they are conversing with a machine always build trust. To take advantage of an infused personality chatbot, you can consider these points.

Be Ready for Random Question

You can always expect your customers to ask random questions. These unrelated questions allow you to build a connection with that customer. You must determine how your bot will build that connection. Even when your customer asks questions whether it is no relevant to your brand.

Appropriate Response When Required

The human feelings and beliefs and the quality of in animating things are called anthropomorphism. Anthropomorphism is important to keep in mind that can be used when creating responses that can easily resonate with the people.

Avoiding Repetitive Responses

When you think like a customer, repetitive answers to your questions can always frustrating. In order to provide a better customer experience, your brand’s bot must have relevant answers to the questions or give the consumers a way out of the interaction.

Adding Humor and Wit

Adding humor and wit to your bot makes it interesting. Ingraining these features can help your brand deliver a greater experience, but if used inappropriately it can backfire your brand identity.

Add Mannerism

Mannerism gives your bot an exceptional feature to impress your customers. Adding manners to your bots gives an extension to your brand and the way you deliver stellar customer service.

Signing off

There is more than just a technology to consider when building a chatbot. Another opportunity to insert a personality feature in your bot. Signing off is a great way to interact and close out the bot from the conversation.

Companies using chatbots powered with AI and natural learning are rising and scoring more in gaining customer satisfaction. As a result, more and more businesses are enforcing chatbots to interact with prospective customers and convey the required customers.

Powerful Ways Chatbots to Transform Customer Experience

Let’s have a look at the most powerful ways customer support chatbots can transform the customer experience.

Seamless Live Chat

Chatbots to streamline the interactions have special language processing skills to communicate in a human-like manner. They are designed to recommend users and give promotional offers, discounts, or other incentives at optimal times. Customer support chatbots are proffer to respond to the customer queries without hindering their purchase journey.

Enhanced Engagement

Along with being a brilliant assistant in the purchasing process, AI-enabled chatbots are also adroit at engaging in outbound marketing. This can be done by interacting with customers, even post-purchase. You can include different methods, such as –

  • Sending several follow-up messages.
  • Wishing customers on their special days.
  • Offering customers discounts for the next purchase.
  • Announcements for new launches.
  • Sending feedback and survey forms.
  • Providing post-purchase issue support.
  • Giving quality information.

Boost In Lead Generation

As known that chatbots are user-centric and gather information such as purchase behavior, preferences, and likes, thus helps in customizing marketing messages.

Used as a help desk management software, chatbots through different traits helps in converting leads to sales and turning sales into profits.

Read Also  :- How Do You Create Customer Intimacy With Content

Social Media Marketing Tool

A customer care representative cannot respond to all the queries on social media, but a bot can. Programming a bot to interact with the customers can leverage you to draw user information with the help of Artificial Intelligence.

Companies can easily execute marketing campaigns across the globe and reach out to customers despite their business location. Chatbots are the representative of the brand, which is why they concentrate a lot on the development of an interactive chatbot for creative and intuitive replies for personalized customer’s experience.

All-time Availability

What’s better than being available for the customer at the time of need? Unlike human support, an AI-ingrained chatbot can keep up with the customer’s queries. As customers queries often arise after or before business hours.

Thus, no more customers waiting until the employee arrives. Chatbots are the agents that can be available at customer service 24X7 without letting customers create a negative impression.

As per the survey, customer support chatbots can respond with up to 99% accuracy and demonstrate a much higher response rate in comparison to individual staff. This gives companies free up their resources to focus more on the valuable and critical issues, which is still difficult for the bots to solve.

To Conclude –

Whether you are referring to a Chatbot Development Company or designing your own chatbot, you must determine an appropriate attitude, tone, and style of it. You can use different tools to craft your chatbot’s personality.

Remember that chatbot is not human, thus cannot solve unlimited and critical issues. Thus,  you will have to set limitations, but make sure the programmed chatbot does not offer repetitive or lazy responses. Rather, it must learn from past conversations, decisions & behavior and recommend accordingly.

In addition to it, to enhance the personality of your business chatbot, you can add a little humor or wit to it. But make sure only where it is suitable. Also, you can add greeting and mannerism for making the conversational personalize.

Lastly, avoid open questions and prolonged conversations, instead connect with the customer through direct conversation and quickly resolve their issue to avoid any negative feedback for your brand.

After all, designing and shaping the personality of a chatbot is for the ultimate customer experience, so investigate and test the impact of personality nuances and differences after implementation.

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