Building multiple personas

We have mentioned the possibility that your bot is serving more than just one target audience. In many cases, you can't identify your users, but in cases where you can, it can be useful to assign different bots to different users. Why is this necessary? While the general business logic of the bot may not change, the conversational flow and the content or information provided may differ to the extreme.

Let's take, for example, a banking bot. It is clear that an interaction with a millennial will be different compared to an interaction with a retiree. Their topics of interest will be different since they have different needs and different prospects. This is why what the bot offers should also diverge. Also, the way that they interact, their voice and style, and choice of wording will be different. A human agent would be able to identify those differences immediately and react to them accordingly, and so should your bot.

While it makes everything a bit more complicated...