Deciding on the right chatbot voice that resonates with your users.
1. Think about the context of the conversation. 🙂❓
The conversation context is absolutely the first place you should start when defining a chatbot voice and it should be a no-brainer. Think of the situation that is the proponent of the user’s conversation. Is the user trying to order pizza because they’re hungry? Are they trying to find out what their bank account balance is? Is the user going to be frustrated, happy, sad, etc.? Answering these questions initially will help you to get a better feel for the right chatbot personality/voice that will resonate with your users.
Choosing the wrong chatbot voice for a conversation’s context could result in this…
Frustrated users, such as users conversing with a chatbot to file an auto insurance claim, are likely going to want direct answers that take them to resolution ASAP. On the other hand, someone looking to order a pizza via a chatbot is going to be more receptive to some humor and well-timed small talk. Without thinking about the motive for the chatbot conversation, you can’t truly begin to craft the perfect chatbot voice.
2. Put yourself in the user’s shoes. 👟
Once you’ve given the motive behind the conversation enough thought, try putting yourself in the user’s shoes to get an even better feel for the right chatbot voice. If you were ordering a pizza via a chatbot how would you envision the perfect version of that conversation? Would you want the chatbot personality to be humorous, serious, or somewhere in the middle? Would you want the chatbot to respond with emojis or gifs occasionally? These are all great questions to ask as you attempt to put yourself in the user’s shoes.
Make sure to walk a few miles in your user’s shoes before committing to a chatbot voice.
While you’re doing this, don’t forget to keep the context of the conversation in the back of your mind as the motive behind the conversation really drives what users are looking for regarding a chatbot voice. Bonus points if you ask others to do this as well as a particular chatbot voice isn’t going to resonate appropriately with every user. In this case, it’s all about playing to the majority and appeasing as many users as you can while minimizing any chances of frustration.
3. When in doubt, let the user decide. 🙂
If you’re struggling to create the perfect chatbot voice, you can always let the user decide. You’ve probably already interacted with chatbots that have allowed you to decide its personality without even knowing it. Just look for an initial question in which multiple responses ultimately mean the same thing but are worded differently. Based on the response you choose, the chatbot will adjust the way it responds going forward to (hopefully) match the personality that best resonates with you.
This chatbot’s personality and responses will vary depending on the selection the user makes. A more enthusiastic response leads to a more upbeat chatbot voice.
Regardless of what you end up doing with your chatbot’s personality, just make sure that it doesn’t feel like chatting with a Window’s Command Prompt. If it’s painfully boring to interact with, then it probably isn’t providing many benefits compared to the alternative of a standard GUI.
Please don’t let your chatbot conversations feel like this…
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