Give your bot a "personality," but don't pretend it's a human
We dedicate Chapter 7, Building Personalities – Your Bot can be a Better Human, to building personalities into an automated solution, but I believe this topic must be included in our list of tips. Your bot, just like any digital solution you provide today, should have a personality that makes sense for your brand. It can be visual, but it can also be enabled over voice. Whether it is a character you use for your brand or something created for your bot, personality is more than just the bot's icon. It's the language that it "speaks," the type of interaction that it has, and the environment it creates. In any case, don't try to pretend that your bot is a human talking with your clients. ...
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