Who does our bot address?

By understanding who will use our bot, we will later be able to define its persona accordingly and even the design (chat and voice) that we will use to build our conversational solution.

When analyzing our target group, we should take into consideration a variety of parameters:

• Age

• Gender

• Function: employee/customer-facing

• Vertical (if relevant)

• Geography

• Language

These six parameters will usually have subcategories and sub-parameters, and they might not always have one strict option. A bot can also address people in multiple languages. Knowing this in advance will help us to be prepared on the design and the technical side, as we move along. We will deep dive into our target groups once we start to build our bot's persona.

In our banking example, we decided to focus on the bank's customers. The age group will be 25-45, male and female. We will support one language, English, with the goal of expanding to Spanish and German.