Building personas

Beyond programming, AI development, and other technical concerns, drafting your bot's personality is by far one of the most difficult tasks when creating a good bot. Here are a few tips and ideas that you should take into consideration when "giving birth" to your bot.

Who can build it?

More specifically, who builds your bot's personality? We already talked about the different stakeholders of bot building. While the developers and programmers can figure out all the technical aspects, a different group of people can eventually design your bot's personality. They must understand the importance of personalities and be able to identify and connect the organization's users with the bot's persona. They should be able to understand the story behind the customer interaction and combine the right set of characteristics into one or more types of bot.

I call these people "masters of communications," but they are known as voice designers/creative writers. They can build a whole world from...