During the chatbot implementation process, it is crucial to think not only think about the technical framework, but also the chatbot’s looks and personality. You should both follow your corporate guidelines but also try to , and adjust the chatbot visually for your target groupaudience.
Avatar
Depending on the chosen platform, an avatar would usually be located at the top of the chat window and/or next to messages that the chatbot is sending to your users. You can choose to create a brand new avatar, perhaps a robot-like design, or just use your company’s logo. We do not recommend using realistic photos that may mislead your users into thinking that they are talking with a human.
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In the case of Facebook Messenger chatbots, the avatar is the profile picture of your Facebook Page. The avatar is not available in SMS-based chatbots. For other platforms, we are able to setup set up chatbot-specific profiles and adjust the avatar. |
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By naming your chatbot you can give it more personality and make it more memorable for your users (- and your team as well!).
In the case of WebMessenger based chatbots, the name will appear in the header (in this case Demo Bot), and also along with every answer/message that is given by the chatbot.
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In order to find a suitable name for your chatbot, it can help to think about what would represent your company’s voice and values best. Which name could be easily connected to your company? Do you have a mascot with some great name you can use? In the past, our customers have came up with some great ideas by creating internal surveys and competitions. It is also a great way to engage your colleagues and spread awareness of the project internally.
If you have decided to use a specific name, it is advisable to include it in the welcome message. Make also sure that your users are aware that they are talking to a chatbot. Example: “Hi I am Loki, {your company}'s career assistant and I am here to help you learn more about {your company} and to find your next job.”
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There are a few things that we recommend taking into account when writing your chatbot answers, small talk replies or when phrasing questions.
Who is speaking?: Align with your company’s brand and voice. Are you using: We (company voice), I (chatbot voice), or stay staying neutral in your answers?
Formal or Informal?: Who is your target group? Are you addressing students, entry-level, or senior-level candidates? Can you use more informal language or is it wise preferable to stay formal?
Emojis: We recommend using emojis and exclamation points. The more personal and conversational you can be, the better for the UX.
Consistency: Make sure to align internally and provide the chatbot with a consistent voice while creating new answers or providing direct answers to your users.
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