In Chapter 7, Building Personalities – Your Bot Can Be a Better Human, we discussed the importance of a bot's persona and how it serves us and our clients. Now that we know who our target market is, and where our conversational application will be available on chat and voice, we can focus more on the bot's persona.
The Austin Beer persona, Kit, invited us to focus on:
The bot's name
Its goal, which we have already identified
What it does – already identified broadly
What it thinks
How it feels
We also added how it looks and sounds and what language it uses. Let's see how this works in our example: we work for bank "ABC", so we will call our bot the "ABC Virtual Assistant."
We believe that people will find it easier to talk to the face of a human when they interact. Since the clear majority of our employees are women, we will give the bot the face of a lady. With this in mind, we will also choose a woman's voice for our voicebot, as well as our Alexa and Google...