Sitebot Co Why Your Small Business Chatbot Needs a ‘Personality’ (And How to Create One)

importance-of-personality-chatbots

Are you looking for a personality chatbot? Check this guide to learn the significance of personality chatbots and how to create one.

The Underrated and Most Powerful Weapon

Chatbots for customer service are not just a tool. It is your side by side employ who is available for 24/7 and do everything for you. It interacts, engages, leads generation, and increases conversions. But many brands lose its potential by using generic or robotic bots that ruin the value of the brand and frustrate the consumers..

Have a look at these stats:

● Hubspot reveals that 63 % of consumers don’t like phone calls; they prefer messaging.

● Gartner reveals that 68% of clients give up due to robotic conversations.

● 22–27% of conversion rate is increased after implementing personality-driven bots, according to Chatbots Institute.

● Brands utilizing chatbots for customer service cut costs up to 19%, according to Forester.

What is The Reason Behind The Success Of Personality Chatbots?

1. Flaws Over Perfection: What Do the Best?

According to MIT research, people don’t trust flawless responses as they feel robotic and lifeless. They find it scam or something like that. Little imperfections make the conversations human-like and more natural. Flaws increase reliability up to 19% as it feels genuine.

Case Study: The bank of America increased 18% of the user satisfaction after adding some strategic flaws in their bot Erica: “Please wait, I’ll confirm and get back to you. ”These little changes increased their credibility and built trust.

2. Why Friendly Tone Wins Over Formal or Professional Tone?

Stanford’s tech lab changes the tone of their bots from formal to conversational or friendly. They get 40% of improved results than before. Human like conversations can help to strengthen the relationship rather than just answering the questions.

Formal Style: "Our system is processing your request. "Conversational Tone: "I got it. I am working on your issue. I’ll update you once it’s done.”

Factors to Increase Engagement:

● Shortened forms work better than others as they show a friendly tone.

I.E, you’ll in place of you will

Can’t instead of cannot

● Use verbs that drive action.

I.e., Let’s resolve this instead of Your issue will be resolved.

Involve the users in the situation to get actions.

● Ensure the use of commonly used phrases.

Like “No rush” instead of It is not a big problem.

3. Boost Retention Rate By Adapting Personality

It is predicted that brands that change their bots’ tone, preferences, and replies according to interactions will increase retention up to 25%.

Case Study: An online retailer implemented a chatbot for customer service. It was providing customized solutions that resulted in:

● Repeated purchases amplified up to 27%.

● A 42% increase in big orders

● More long-term relations are built.

4. Winning Prototypes for Chatbot Personality That Works

Complete Framework to Create a Personality Chatbot

Layer 1: Primary Structure

● Responses to repeated and common queries.

● Features to handle payments.

● Pre-answered FAQs library.

Layer 2: Align The Platforms With the Company’s Tone

1. Carefully review all the interactions, like emails or phone calls.
2. Identify which style of communication works best for you.
3. Set up that specific style for your bot.

Example: A skincare company used friendly and conversational tones. Like ‘Let me help you to find out the best treatment for your skin type.’

Layer 3: Modification in Personality

● Use relevant humor when appropriate.

● Use statements that show empathy and help.

● Ensure the adaptability based on sentiment analysis.

Important Note: AI chatbot for business can continue the communication after evaluating the previous one to avoid frustration and repeated questions.

Measure the Return on Investment of Personality Assistant

Methods to track the outcomes of the personality of AI chatbot for business above the customer satisfaction:

1. Rate of Impact on UsersCheck out how many users adapt the tone of assistant during conversations.
2. Adaptability to Emotional ChangesHow much the agent changes its style with the changing emotions of consumers.
3. Discussion through EngagementTest the results of generic and customized responses.
4. Adaptability to CompaniesHow much the bot presents the exact tone of your brand.

Difference Between Generic and Personality Chatbot Pricing

Chatbots for customer service have different prices for basic and enhanced ones.

Key Takeaways

A personality chatbot for customer service is revenue-generating as compared to a generic one that is just a loss. Brands that create personalities are thriving. They build strong and long-term relations with them. Small strategic flaws, friendly language, increased engagement with pseudo relations, and boosts revenue. Also, measure the performance of agents by tracking their impact, testing out the advanced factors, and assessing the outcomes. Ensure continuous upgrading. 

Create a personality AI chatbot for businesses to reach new levels of growth. Turn your interactions into leads.