{"id":13621,"date":"2017-11-23T12:44:02","date_gmt":"2017-11-23T12:44:02","guid":{"rendered":"https:\/\/marvel7077.wpengine.com\/?p=13621"},"modified":"2020-12-13T21:37:44","modified_gmt":"2020-12-13T21:37:44","slug":"guide-developing-bot-personalities","status":"publish","type":"post","link":"https:\/\/marvelapp.com\/blog\/guide-developing-bot-personalities\/","title":{"rendered":"A Guide to Developing Chatbot Personalities"},"content":{"rendered":"<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><script type=\"application\/ld+json\"> {\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"WebPage\",\n  \"headline\": \"\n            A Guide to Developing Chatbot Personalities | Marvel Blog - Marvel Blog        \",\n  \"about\": [\n    {\"@type\": \"Thing\",\"name\": \"Guide\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/How-to\"}, \n    {\"@type\": \"Thing\",\"name\": \"Developing\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/New_product_development\"}, \n    {\"@type\": \"Thing\",\"name\": \"Chatbot\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Chatbot\"}, \n    {\"@type\": \"Thing\",\"name\": \"persona\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Persona_(user_experience)\"}\n  ],\n  \"mentions\": [\n    {\"@type\": \"Thing\",\"name\": \"Google I\/O\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Google_I\/O\"}, \n    {\"@type\": \"Organization\",\"name\": \"Brand\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Brand\"}, \n    {\"@type\": \"Thing\",\"name\": \"Conversational interfaces\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Natural-language_user_interface\"}, \n    {\"@type\": \"Thing\",\"name\": \"user experience\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/User_experience\"}, \n    {\"@type\": \"Thing\",\"name\": \"lines\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Line_(geometry)\"}, \n    {\"@type\": \"Thing\",\"name\": \"text\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Instant_messaging\"}, \n    {\"@type\": \"Thing\",\"name\": \"Personality\",\"sameAs\": \"https:\/\/en.wikipedia.org\/wiki\/Personality\"}\n  ]\n}\n<\/script>Conversational interfaces have reduced user experience down to a few lines of text. With chatbots, UX becomes conversational, products talk back, and persona\u2019s now go both ways. Every chatbot has a voice \u2014 which means every bot needs a personality.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">If conversational computing means personality is the new user experience, how do we approach the design of these nuanced digital entities?<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-6580\" src=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\" title=\"\" alt=\"\" \/><\/a><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><\/p>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">Why does your chatbot need a personality?<\/h2>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Chatbots and voice assistants are for humans. Conversational interfaces exist for better interactions between humans and computers. So then, how can we personalise these conversations to be more life-like, intimate, and representative of human interaction? Through personality. Building a rich and detailed personality makes your chatbot more relatable, believable, and relevant to your users.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Investing in personality informs every touch point of a chatbot. Personality creates a deeper understanding of the bot\u2019s end goal, and how it will communicate through choice of language, mood, tone, and style. Seeing a bot as a lifeless piece of technology is a mistake. People project human traits onto everything \u2014 but now these objects talk back. Whether you like it or not, your users will still assign a personality to your bot if one hasn\u2019t been explicitly designed.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">\u201cIf you don\u2019t spend the time crafting that character and motivation carefully, you run the risk of people projecting motivations, personality traits, and other qualities onto your App and brand that you may not want associated with them.\u201d \u2014 <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/medium.com\/@orenjacob\">Oren Jacob<\/a> <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/www.youtube.com\/watch?v=pz8EQHMRr6Y&amp;index=10&amp;list=PL9g5RfWLvLrZd2BhhTj0J4s_iC9j8kgwd\">(Google I\/O \u201917)<\/a><br \/>\n<\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Conversational experiences have to be personal. In order for brands to engage through bots and ultimately see conversions \u2014 they need quality conversations. Engagement and retention on conversational interfaces requires users to have an emotional connection to the experience.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-6580\" src=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\" title=\"\" alt=\"\" \/><\/a><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><\/p>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">Personality in\u00a0action<\/h2>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Branded personalities<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><em>Brand stories can now be distilled into a digital experience, delivered in a conversation with an artificial personality designed to engage a specific target audience.<\/em><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/medium.com\/@chrismessina\">Chris Messina<\/a> said<a class=\"link link--blue fontWeight-4\"href=\"https:\/\/medium.com\/chris-messina\/2016-will-be-the-year-of-conversational-commerce-1586e85e3991#.y417vl8s5\"> 2016 would be the year of conversational commerce<\/a>. I hope that 2017 and beyond will see the rise of personalized, conversational commerce from brands who value more meaningful, personal engagement through the experiences they devise.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Distilling a brand voice into a bot persona creates a myriad of personalized opportunities for commerce, gaming, and brands who seek to engage through personalization at scale.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">This means a better user experience. When done well, of course.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/medium.com\/@aidenlivingston\">Aiden Livingston<\/a>, founder of<a class=\"link link--blue fontWeight-4\"href=\"http:\/\/www.castingai.com\"> Casting.AI<\/a> and author of<a class=\"link link--blue fontWeight-4\"href=\"http:\/\/www.castingai.com\/book\/\"> Build a Bot Workshop<\/a>, believes chatbots need to be based on users\u2019 personalities to be effective in selling to users.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">He points to how teen clothing store employees tend to be clones of the people from their ads. It\u2019s no coincidence \u2014<br \/>\nstores are choosing to mirror their target demographic for their customer interactions.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">\u201cWhy? Because their customers relate more to their peers and thus are more likely to buy from them. Could a crotchety 86-year-old man ring up pants and ask \u201cthe young people\u201d if they found everything ok? Sure, after 86 years, Walter knows a thing or two about what makes for a fine pair of slacks.<\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">However, youth-focused retailers have realized that if all their store clerks look like the cast from 1985\u2019s classic film Cocoon, they are probably going to sell a lot less pants to teenagers.\u201d<\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Mirroring a customer\u2019s personality and talking to them the way they would interact with their friends is key to engagement. Design a character that is a true representation of the ideal customer to mimic human interactions.<\/p>\n<blockquote class=\"pageWrap pageWrap--s position-relative marginTopBottom-l breakPointM-marginTopBottom-xl\"><div class=\"blog-quote-before position-absolute bg-marvel\"><\/div><div class=\"tweet-quote blog-quote-after position-absolute bg-marvel cursor-pointer transitionDuration-l transitionProperty-all transitionTimingFunction-cv-easeOutCircular scaleUp--hover zi-weak\"><svg class=\"fill-white opacity-0 pointerEvents-none position-absolute pinCenter transitionProperty-all transitionTimingFunction-easeInOut\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"20\" viewBox=\"0 0 24 20\"><path d=\"M24,2.37a9.64,9.64,0,0,1-2.83.79A5,5,0,0,0,23.34.37a9.72,9.72,0,0,1-3.13,1.23A4.86,4.86,0,0,0,16.62,0a5,5,0,0,0-4.8,6.2A13.87,13.87,0,0,1,1.67.92,5.13,5.13,0,0,0,3.19,7.67,4.81,4.81,0,0,1,1,7a5,5,0,0,0,3.95,5,4.82,4.82,0,0,1-2.22.09,4.94,4.94,0,0,0,4.6,3.51A9.72,9.72,0,0,1,0,17.73,13.69,13.69,0,0,0,7.55,20c9.14,0,14.31-7.92,14-15A10.17,10.17,0,0,0,24,2.37Z\"\/><\/svg><\/div><p class=\"blog-quote position-relative textAlign-center c-marvel\"><span class=\"blog-quote-text transitionDuration-l transitionProperty-all transitionTimingFunction-easeInOut\">\u201cBrands need to seriously consider: How will customers talk to our brand? And, who are they talking to?\u201d \u2014 Aiden Livingston<\/p><\/span><\/blockquote>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Does this bot have strong opinions? If it represents a brand, how does the bot personality align with the values and tone of the brand?<\/p>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Who builds personalities?<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">The people who will drive the creation of these artificial personalities and subsequent copy creation need to understand the importance of personas. Additionally, this includes writers who see the value in microcopy and personas. Small pieces of text used to direct and inform users may seem meaningless - but when it comes to conversational interfaces \u2014 microcopy is all you have.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Skills to build a personality come from writers, designers, actors, comedians, playwrights, psychologists and novelists. The integration of these skills into tech roles have sprung terms such as conversation designer, persona developer, and AI interaction designer. Having these specific skill sets helps exponentially.<a class=\"link link--blue fontWeight-4\"href=\"https:\/\/techcrunch.com\/2016\/10\/10\/google-laughsistant\/\"> Google is hiring creatives<\/a> to bring humor and storytelling to human-to-machine interactions, and<a class=\"link link--blue fontWeight-4\"href=\"https:\/\/www.washingtonpost.com\/news\/the-switch\/wp\/2016\/04\/07\/why-poets-are-flocking-to-silicon-valley\/?utm_term=.3d5e7312b710\"> Microsoft Cortana\u2019s writing team<\/a> includes a poet, a novelist, a playwright, and a former tv writer.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\"><strong class=\"c-slate lineHeight-l fontSize-l fontWeight-5 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\u201cAuthors and performers have been conjuring up convincing artificial personalities for millennia, so it makes sense that they\u2019d be on the vanguard of designing this new kind of software interaction.\u201d <\/strong>\u2014 <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/www.fastcodesign.com\/3054934\/the-next-phase-of-ux-designing-chatbot-personalities\">John Pavlus<\/a><\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/www.convrg.io\">CONVRG<\/a> co-founder Liz Snower offers that a thoughtfully planned and well executed personality is what saves a bot from delivering a clunky experience.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">\u201cGiven the very minimal amount of copy that comprises a bot\u2019s lexicon, conveying personality is not as simple a task as it may seem. This is why, if you\u2019re a bot developer or agency, it\u2019s imperative your team includes a writer who \u201cgets\u201d bots and personas. Just because there are only 10 lines of copy needed for any given conversation, don\u2019t underestimate the importance of the bot\u2019s words.\u201d<\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Marketers craft brand narratives, creative writers plot a storyline, and copywriters make micro-copy magical. Conversation designers are a hybrid of all three.<a class=\"link link--blue fontWeight-4\"href=\"https:\/\/blog.prototypr.io\/why-writing-is-the-most-important-skill-in-design-44ec3e616827\"> Don\u2019t underestimate the importance of words.<\/a><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-6580\" src=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\" title=\"\" alt=\"\" \/><\/a><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><\/p>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">Building a chatbot personality<\/h2>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Target audience<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Diversity of perspectives, backgrounds, and skills is key in personality building \u2014 but you also need someone who embodies the target user to consult during the process. The feedback cycle is crucial to building personalities, and the nuances of language and culture are often missed by those on the outside. A 47-year-old male marketing manager is not the expected user of a teen beauty brand\u2019s chatbot experience. Regardless of talent and input, the final say should come after testing with the target audience.<\/p>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">What\u2019s your bot\u2019s\u00a0job?<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Is your bot going to be a generalist or a specialist? Siri and Alexa are generalists \u2014 ready to answer a wide range of questions on just about anything. An all knowing black cylinder assistant, and a slightly dull voice from Apple whose full potential no one really understands.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Specialists are knowledgeable about one topic or industry \u2014 and go deep in that area. A mediation bot doesn\u2019t know advanced algebra. Would you ask your yoga instructor to help with your math homework? Bots work effectively as specialists in one area, to help improve the lives and productivity of their users.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Understand your user \u2014 is the bot\u2019s goal to reach a conversion quickly and effectively? Or is the whole bot experience crafted to engage long term as part of a larger creative campaign? Are they going to be a general assistant or a expert specialist?<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Bot personalities need to be built in reverse \u2014 from the user goal and \u2018job\u2019 backwards. Instead of a human deciding which career suits their persona, a bot\u2019s job gets chosen first. Once you have established your bot\u2019s goal, and background, you can determine a personality type, and traits that will guide your dialog development.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">\u201cA customer support bot should empathize with people, even those who might be in the wrong. Just acknowledging and validating an emotion is often enough to make customers feel understood and release negativity, whereas being defensive or argumentative only exacerbates the problem.\u201d \u2014 Adelyn Zhou, Head of Marketing,<a class=\"link link--blue fontWeight-4\"href=\"http:\/\/topbots.com\"> TOPBOTS<\/a><br \/>\n<\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Mapping your personality out into a Bot Persona will help you translate a designed personality into a real \u2018job\u2019 use case. <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/medium.com\/@kimchi4breakfst\">Austin Beer<\/a>\u2019s work focuses on human-centered design methods that can help people collaborate to create better bots. His Bot Persona Toolkit identifies how a user goal translates into a bot experience, and how the bot thinks, feels, and does as a result of the job at hand.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Austin describes that too often, people fixate on specific elements of a personality: hilarious, professional, robot-like. However, in reality, our personalities are incredibly multifaceted.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">\u201cWhat we need are tools that help us understand how all the different pieces of a personality work together and shift based on the situation. Moreover, we also need to help entire teams to agree and understand what is being made. Everyone should be able to point to a single poster and say, that\u2019s the mission, now let\u2019s get cooking.\u201d<\/span><\/p>\n<blockquote class=\"pageWrap pageWrap--s position-relative marginTopBottom-l breakPointM-marginTopBottom-xl\"><div class=\"blog-quote-before position-absolute bg-marvel\"><\/div><div class=\"tweet-quote blog-quote-after position-absolute bg-marvel cursor-pointer transitionDuration-l transitionProperty-all transitionTimingFunction-cv-easeOutCircular scaleUp--hover zi-weak\"><svg class=\"fill-white opacity-0 pointerEvents-none position-absolute pinCenter transitionProperty-all transitionTimingFunction-easeInOut\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"20\" viewBox=\"0 0 24 20\"><path d=\"M24,2.37a9.64,9.64,0,0,1-2.83.79A5,5,0,0,0,23.34.37a9.72,9.72,0,0,1-3.13,1.23A4.86,4.86,0,0,0,16.62,0a5,5,0,0,0-4.8,6.2A13.87,13.87,0,0,1,1.67.92,5.13,5.13,0,0,0,3.19,7.67,4.81,4.81,0,0,1,1,7a5,5,0,0,0,3.95,5,4.82,4.82,0,0,1-2.22.09,4.94,4.94,0,0,0,4.6,3.51A9.72,9.72,0,0,1,0,17.73,13.69,13.69,0,0,0,7.55,20c9.14,0,14.31-7.92,14-15A10.17,10.17,0,0,0,24,2.37Z\"\/><\/svg><\/div><p class=\"blog-quote position-relative textAlign-center c-marvel\"><span class=\"blog-quote-text transitionDuration-l transitionProperty-all transitionTimingFunction-easeInOut\">\u201cThat\u2019s the mission, now let\u2019s get cooking.\u201d \u2014 Austin\u00a0Beer<\/p>\n<div id=\"attachment_13638\" style=\"width: 981px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-13638\" class=\"wp-image-13638 size-full\" src=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2017\/11\/Screen-Shot-2017-11-23-at-12.28.17.png\" alt=\"Austin Beer\u2019s Bot Persona Toolkit\" width=\"971\" height=\"407\" srcset=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2017\/11\/Screen-Shot-2017-11-23-at-12.28.17.png 971w, https:\/\/marvelapp.com\/wp-content\/uploads\/2017\/11\/Screen-Shot-2017-11-23-at-12.28.17-600x251.png 600w, https:\/\/marvelapp.com\/wp-content\/uploads\/2017\/11\/Screen-Shot-2017-11-23-at-12.28.17-768x322.png 768w\" sizes=\"auto, (max-width: 971px) 100vw, 971px\" \/><p id=\"caption-attachment-13638\" class=\"wp-caption-text\"><a class=\"link link--blue fontWeight-4\"href=\"http:\/\/austinbeer.org\/\">Austin Beer\u2019s Bot Persona Toolkit<\/a>. And cute bot for\u00a0effect.<\/p><\/div><\/span><\/blockquote>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-6580\" src=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\" title=\"\" alt=\"\" \/><\/a><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><\/p>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">Personality types<\/h2>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Myers-Briggs<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">At<a class=\"link link--blue fontWeight-4\"href=\"http:\/\/xandra.com\"> Xandra<\/a> we assign our bot personas a Myers\u2013Briggs personality type. This works well as a basis to determining strengths, weaknesses, likely interests, dislikes, and their natural born abilities. These traits help define how a personality will react in certain situations, their tone of voice and body language, and whether someone displays introverted or extroverted behaviours. Translating this to bots it allows conversation designers guidance on what phrases they would use, whether they need emojis, or how to deal with harassment from users.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Amongst the wealth of material on Myers-Briggs, you will also find assignments to suitable careers and jobs per personality type. Matching this with the appropriate bot \u2018job\u2019 will confirm whether you\u2019re building the right personality.<\/p>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Spectrums<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"http:\/\/ari.zilnik.com\">Ari Zilnik<\/a>, a New York based user experience designer and co-creator of <a class=\"link link--blue fontWeight-4\"href=\"http:\/\/emojisalad.com\">Emoji Salad<\/a> \u2014 an SMS-based chatbot game \u2014 uses \u2018spectrums\u2019 when <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/chatbotsmagazine.com\/designing-a-chatbots-personality-52dcf1f4df7d\">defining a chatbot\u2019s personality<\/a>.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">\u201cI am by no means a psychologist, but there is a common model to describe personality across five personality traits. This model is called the Five Factor Model, and defines personality as a combination of openness to experience, conscientiousness, extraversion, agreeableness, and neuroticism. Ultimately, we as humans have many methods of understanding ourselves, and as personality designers, there are myriad models we can use to express or define a personality.<\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><span class=\"long-quote\">I find it useful to draw on personalities I am familiar with when I design a chatbot\u2019s personality. What I end up doing is creating a few opposing spectrums of traits \u2014 for example I might create a scale with \u2018dry humor\/silly humor\u2019, and another that is \u2018enthusiastic\/understated\u2019. I typically have about 6\u20138 of these spectrums. I then create a list of about ten people \u2014 actors, friends, politicians, characters \u2014 and try to sort them across these spectrums. Finally, I look at the sorted lists, and I determine which character\/person within that spectrum would best serve my user.\u201d<\/span><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">This approach to personas might leave you with a personality that has \u201cthe enthusiasm of Aziz Ansari, paired with Obama\u2019s dry sense of humor\u201d Ari describes. This process allows for a more relatable example to refer to when designing dialogue.<\/p>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Diversity and\u00a0gender<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">There are various approaches to how involved a bot will be with it\u2019s gender and identity, and how much it will disclose about it\u2019s persona to a user. When it comes to voice assistants, considerations around accents and male or female tone becomes part of a bot identity. In voice, tone is largely a preset feature, which means dialog design revolves around using this tone in the most effective way.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">But do we even need gender? I question the relevance of gender in bots, and depending on how \u2018human\u2019 a bot is being designed \u2014 it may never be neccessary. When asked \u201cwhat gender are you\u201d Siri replies with \u201cI exist beyond your human concept of gender\u201d. Siri then prompts you to choose a different voice under settings. Moreover, designing personality traits based on gender is more problematic than useful.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-6580\" src=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\" title=\"\" alt=\"\" \/><\/a><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><\/p>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">Translating personality into\u00a0dialog<\/h2>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">How do you pick the right\u00a0words?<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Every minute detail of your chatbot\u2019s personality does not need to be programmed into its dialog. An author has the privilege of knowing the intimate details of their characters, however, these details are not explicitly written into the text. The summary of a character is not simply what shows up on a page. Your user doesn\u2019t <em>need <\/em>to know these details, but you do. Choose the right words by asking yourself \u201cwould they really say that?\u201d. Having a backstory to a character allows for personality development, and subsequently better dialog choices. Dialog informed by personality, compels your user towards the goal you ultimately want to achieve.<\/p>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Tone of\u00a0voice<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Without any effort placed on monitoring the development of a tone of voice, the copy gets messy. Is the bot delivering a professional service or a light hearted game? Tone of voice is directly influenced by personality development. Since the entire digital interaction is reduced down to a few lines of text \u2014 a friendly (or not so friendly) nudge in the right direction is the difference between conversion or frustration.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Tone of voice can easily be patronising. There is an art to delivering instructions.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><strong class=\"c-slate lineHeight-l fontSize-l fontWeight-5 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">It\u2019s definitely not like this:<\/strong><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><em>\u201cNice work in signing up to use this booking system!!!\u201d<br \/>\n\u201cGood job selecting an option.\u201d<br \/>\n\u201cClick the Next button to read the Next section.\u201d<\/em><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Be mindful of how personality informs the tone of each interaction. Whilst adhering to the required fallbacks and user prompts, think how these can be designed through the style of language and word choice. \u201cOh! We can fix that\u201d evokes a different emotion from people than \u201cHmm\u2026 contact customer service to resolve this issue\u201d. Be meaningful and deliberate with each word.<\/p>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Testing bot conversation through real conversations<\/h3>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Computer conversations are hard to predict \u2014 and your bot is likely accessible to a range of users despite your best efforts to push towards your target audience. Testing your conversations with a person (yes, a real life human) completely separate to your project will quickly point out any shortcomings.<\/p>\n<blockquote class=\"pageWrap pageWrap--s position-relative marginTopBottom-l breakPointM-marginTopBottom-xl\"><div class=\"blog-quote-before position-absolute bg-marvel\"><\/div><div class=\"tweet-quote blog-quote-after position-absolute bg-marvel cursor-pointer transitionDuration-l transitionProperty-all transitionTimingFunction-cv-easeOutCircular scaleUp--hover zi-weak\"><svg class=\"fill-white opacity-0 pointerEvents-none position-absolute pinCenter transitionProperty-all transitionTimingFunction-easeInOut\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"20\" viewBox=\"0 0 24 20\"><path d=\"M24,2.37a9.64,9.64,0,0,1-2.83.79A5,5,0,0,0,23.34.37a9.72,9.72,0,0,1-3.13,1.23A4.86,4.86,0,0,0,16.62,0a5,5,0,0,0-4.8,6.2A13.87,13.87,0,0,1,1.67.92,5.13,5.13,0,0,0,3.19,7.67,4.81,4.81,0,0,1,1,7a5,5,0,0,0,3.95,5,4.82,4.82,0,0,1-2.22.09,4.94,4.94,0,0,0,4.6,3.51A9.72,9.72,0,0,1,0,17.73,13.69,13.69,0,0,0,7.55,20c9.14,0,14.31-7.92,14-15A10.17,10.17,0,0,0,24,2.37Z\"\/><\/svg><\/div><p class=\"blog-quote position-relative textAlign-center c-marvel\"><span class=\"blog-quote-text transitionDuration-l transitionProperty-all transitionTimingFunction-easeInOut\">\u201cBy having real life conversations rather than keeping our minds in our computers can help us better empathize with our users.\u201d \u2014 <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/medium.com\/the-charming-device\/how-to-design-intelligence-3-ways-to-make-human-centered-bots-76c5ff7524df\">Austin Beer<\/a><\/p><\/span><\/blockquote>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Conversation requires a shared language, context, and understanding of participants, which the wrong language choices can throw off course. Remember, bots are for humans. Simulate the bot personality and language choices in a conversation, notice how natural it feels, and how the other person is reacting to your word choice.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Through these real conversations you can easily find holes in your conversation flow, certain phrases that don\u2019t translate effectively, and test the overall mood of your conversation. Building personalities requires iteration and testing to find the most natural fit for your bot use case.<\/p>\n<blockquote class=\"pageWrap pageWrap--s position-relative marginTopBottom-l breakPointM-marginTopBottom-xl\"><div class=\"blog-quote-before position-absolute bg-marvel\"><\/div><div class=\"tweet-quote blog-quote-after position-absolute bg-marvel cursor-pointer transitionDuration-l transitionProperty-all transitionTimingFunction-cv-easeOutCircular scaleUp--hover zi-weak\"><svg class=\"fill-white opacity-0 pointerEvents-none position-absolute pinCenter transitionProperty-all transitionTimingFunction-easeInOut\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"20\" viewBox=\"0 0 24 20\"><path d=\"M24,2.37a9.64,9.64,0,0,1-2.83.79A5,5,0,0,0,23.34.37a9.72,9.72,0,0,1-3.13,1.23A4.86,4.86,0,0,0,16.62,0a5,5,0,0,0-4.8,6.2A13.87,13.87,0,0,1,1.67.92,5.13,5.13,0,0,0,3.19,7.67,4.81,4.81,0,0,1,1,7a5,5,0,0,0,3.95,5,4.82,4.82,0,0,1-2.22.09,4.94,4.94,0,0,0,4.6,3.51A9.72,9.72,0,0,1,0,17.73,13.69,13.69,0,0,0,7.55,20c9.14,0,14.31-7.92,14-15A10.17,10.17,0,0,0,24,2.37Z\"\/><\/svg><\/div><p class=\"blog-quote position-relative textAlign-center c-marvel\"><span class=\"blog-quote-text transitionDuration-l transitionProperty-all transitionTimingFunction-easeInOut\">\u201cAsk questions, look at your data, and iterate accordingly.\" \u2014 Liz Snower, Co-founder<a class=\"link link--blue fontWeight-4\"href=\"https:\/\/www.convrg.io\"> CONVRG<\/a><\/p><\/span><\/blockquote>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-6580\" src=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2017\/11\/1F7btbUwrMwB_gdPQDAKGqw.png\" title=\"\" alt=\"\" \/><\/a><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><\/p>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">Resources.<\/h2>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">PullString has a range of publications dedicated to writing convincing computer conversations with character.<\/p>\n<section class=\"pageWrap pageWrap--s marginBottom-l boxShadow-smoke boxShadow-smoke--xd--hover borderRadius-m transitionDuration-m transitionTimingFunction-ease\"><a class=\"link link--blue fontWeight-4\"class=\"link link--blue fontWeight-4\" href=\"https:\/\/www.pullstring.com\/publications\"><span class=\"display-block padding-xs paddingRight-m\"><span class=\"marginBottom-xs display-block c-slate lineHeight-l fontSize-l fontWeight-5\">PullString | Publications<\/span><span class=\"c-slate lineHeight-l fontSize-l fontWeight-3 opacity-80\"><em>PullString Publications<\/em><\/span><\/span><\/a><\/section>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Try this test from 16Personalities to find a Myers-Briggs type<\/p>\n<section class=\"pageWrap pageWrap--s marginBottom-l boxShadow-smoke boxShadow-smoke--xd--hover borderRadius-m transitionDuration-m transitionTimingFunction-ease\"><a class=\"link link--blue fontWeight-4\"class=\"link link--blue fontWeight-4\" href=\"https:\/\/www.16personalities.com\/free-personality-test\"><span class=\"display-block padding-xs paddingRight-m\"><span class=\"marginBottom-xs display-block c-slate lineHeight-l fontSize-l fontWeight-5\">Free personality test | 16Personalities<\/span><span class=\"c-slate lineHeight-l fontSize-l fontWeight-3 opacity-80\"><em>Free personality test - take it to find out why our readers say that this personality test is so accurate, \"it's a\u2026<\/em><\/span><\/span><\/a><\/section>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Austin Beer is the most well versed person in bot personas that I\u2019ve met. This is a great resource on designing intelligence.<\/p>\n<section class=\"pageWrap pageWrap--s marginBottom-l boxShadow-smoke boxShadow-smoke--xd--hover borderRadius-m transitionDuration-m transitionTimingFunction-ease\"><a class=\"link link--blue fontWeight-4\"class=\"link link--blue fontWeight-4\" href=\"https:\/\/medium.com\/the-charming-device\/how-to-design-intelligence-3-ways-to-make-human-centered-bots-76c5ff7524df\"><span class=\"display-block padding-xs paddingRight-m\"><span class=\"marginBottom-xs display-block c-slate lineHeight-l fontSize-l fontWeight-5\">How to Design Intelligence: 3 Ways to Make Human-Centered Bots<\/span><span class=\"c-slate lineHeight-l fontSize-l fontWeight-3 opacity-80\"><em>The Tay fiasco has one clear learning: Artificial Intelligence needs to be designed. Just a couple weeks ago, Microsoft\u2026<\/em><\/span><\/span><\/a><\/section>\n<section><\/section>\n<h3 class=\"pageWrap pageWrap--s marginTop-l marginBottom-m c-black lineHeight-xl fontSize-xl fontWeight-5\">Further reading:<\/h3>\n<section>\n<ul class=\"pageWrap pageWrap--s list list--unordered marginBottom-l lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\n<li class=\"LinkSuggestion__LinkSuggestionWrapper-sc-1mdih4x-0 bRwwZe\"><a class=\"link link--blue fontWeight-4\"class=\"LinkSuggestion__Link-sc-1mdih4x-2 dcwLhi\" href=\"https:\/\/marvelapp.com\/blog\/approach-product-management-bots\/\" target=\"_blank\" rel=\"noopener noreferrer\">How to Approach Product Management for Bots<\/a><\/li>\n<li class=\"LinkSuggestion__LinkSuggestionWrapper-sc-1mdih4x-0 bRwwZe\"><a class=\"link link--blue fontWeight-4\"class=\"LinkSuggestion__Link-sc-1mdih4x-2 dcwLhi\" href=\"https:\/\/marvelapp.com\/blog\/principles-of-conversational-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">Principles of Conversational Design<\/a><\/li>\n<li class=\"LinkSuggestion__LinkSuggestionWrapper-sc-1mdih4x-0 bRwwZe\"><a class=\"link link--blue fontWeight-4\"class=\"LinkSuggestion__Link-sc-1mdih4x-2 dcwLhi\" href=\"https:\/\/marvelapp.com\/blog\/hacking-the-future-of-chat\/\" target=\"_blank\" rel=\"noopener noreferrer\">Hacking the Future of Chat<\/a><\/li>\n<li class=\"LinkSuggestion__LinkSuggestionWrapper-sc-1mdih4x-0 bRwwZe\"><a class=\"link link--blue fontWeight-4\"class=\"LinkSuggestion__Link-sc-1mdih4x-2 dcwLhi\" href=\"https:\/\/marvelapp.com\/blog\/make-design-decisions\/\" target=\"_blank\" rel=\"noopener noreferrer\">How Do You Make Design Decisions?<\/a><\/li>\n<li class=\"LinkSuggestion__LinkSuggestionWrapper-sc-1mdih4x-0 bRwwZe\"><a class=\"link link--blue fontWeight-4\"class=\"LinkSuggestion__Link-sc-1mdih4x-2 dcwLhi\" href=\"https:\/\/marvelapp.com\/blog\/support-sessions-using-emojis-in-tech-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">Support Sessions: Using Emojis in Tech Customer Support<\/a><\/li>\n<\/ul>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Conversational interfaces have reduced user experience down to a few lines of text. With chatbots, UX becomes conversational, products talk back, and persona\u2019s now go both ways. Every chatbot has a voice \u2014 which means every bot needs a personality. If conversational computing means personality is the new user experience, how do we approach the design of these nuanced digital&#8230; <a class=\"link link--blue fontWeight-4\" href=\"https:\/\/marvelapp.com\/blog\/guide-developing-bot-personalities\/\">Read More &#65515;<\/a><\/p>\n","protected":false},"author":189,"featured_media":13622,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"class_list":["post-13621","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-viewpoint"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v15.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<meta name=\"description\" content=\"Conversational interfaces have reduced user experience down to a few lines of text. 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