Why is it important to give a personality to a chatbot?

Why is it important to give a personality to a chatbot?

We’re living in an age where you can communicate with people and appliances, through multiple ways and at the click of a button. If given the option of calling or texting people will very often choose to text. Whether its emails, messaging tools like WhatsApp or social channels like Twitter there’s no excuse for not being able to contact people.

This wave of communication has resulted in more and more looking to chatbots to help solve the big challenges of 24/7 communication, people expect a response ASAP, even during off-peak hours. As a rule of thumb the longer it takes to respond the more annoyed the person will be. 67% of people now seek solutions to their customer service issues through Facebook and Twitter. In the rush to adopt chatbots to solve this one crucial area has been overlooked. While the response rate can be reduced there is one area that can be as troublesome:

A lack of personality

 

Chatbots Done Wrong

 

A lack of personality

Chatbots Done Wrong

Through automation and improper use of Chatbots people can often get a message response such as:

“Hi [First Name] thanks for getting in touch, for more info check out our website….”

 

This is ‘facepalm’ bad in terms of using Chatbots and automation and can be the death nail to building any relationship with the person at the end of that message.

So how do you overcome this? Simple, create a personality for your chatbot. The two cornerstones of using chatbots are:

  1. A quick response time
  2. Talking to someone like their an actual person

Believe it or not treating someone like a person instead of a number or a line of code can have huge benefits for you and your business. Unfortunately, we’re still in an era where when people get a good response to their inquiry they will go:

“Wow that was great I hardly ever get a response like that!!”

The problem with this is that it’s never been easier to add that personal touch to what you do.

 

So why add a personality to your Chatbot?

In the long run adding personality only plays a part in creating your chatbot, at the same time though as the example below shows it can be the difference between creating that crucial first impression or starting from the back of the pack. So take the time and add those little traits. Whether it be tonality or certain keywords that people use in day to day conversation these can, in the end, play a key role. Why? Simple, using these tactics will make people feel that you’re concerned about their issues, even if it’s a chatbot they’re communicating with.

 

How can Unified Inbox help?

That’s what makes Unified Inbox unique, using Natural Language Processing (NLP), our UnificationEngine (UE) allows you to remotely control and receive alerts and notifications from your devices on the communications channels you use most, eliminating the need for a separate app for each device. The end result is that your devices will talk back to you like a human being.

 

As this quick introduction to the UnificationEngine shows your household appliances will respond to your orders and directions in a way that will have you think they have a personality. When you’re wondering if your devices have a personality you know you’re using chatbots right!!

https://www.youtube.com/watch?v=8RinnUxDyac

By | 2017-10-17T11:59:00+00:00 October 14th, 2017|Categories: Artificial Intelligence, IoT|0 Comments

About the Author:

Gulraiz Khalid
UIB Director of PR and MarCom Gulraiz covers the latest news on IoT, AI, and technology-enabled productivity.