Personality of the Legacy chatbot

You can give the chatbot a personality so that it fits well with your organisation. This article tells you how to do this.

Note: this article is about the Legacy chatbot. Are you looking for articles about the Pulse chatbot? You can find them here.

Settings of the personality

  1. Go to Chatbot
  2. Choose Change
  3. Click on Chatbot personality
  4. You can set the personality of your chatbot here

 

Importance of the personality

Helping your customer in the best possible way is of course the most important thing, but the way in which it is done plays an important role. With the right character, the chatbot can be used as a business card for your organisation. A chatbot assists your customer service and is sometimes the only contact your customer has with the organisation. Therefore, it is important to think carefully about the personality you give the chatbot. 


A difficult question or swearing

Under the heading 'How does your chatbot respond' you can specify the answers that your chatbot generates to questions that he/she has not learned yet. We've already filled in 4 variations for you, so you can get an idea of what works for other users. Besides that you can specify how your chatbot reacts to swear words. We have already built in a database with over 300 swear words, so you don't have to that. Feel free to adjust this response to something that best suits your company.



Under this heading you can also set the number of attempts the chatbot makes before redirecting the visitor to an employee. For example, if the chatbot still doesn't know the answer after 2 attempts, he/she will automatically be redirected to an employee. 


Illustration or avatar

By personalising your chatbot, customers have an idea who they are talking to. You can do this by adding a profile picture to your chatbot. We advise you to think carefully about this profile picture. For example, you can add an illustrative avatar to your chatbot. 


With an illustrative avatar, you clearly show customers that they are dealing with a chatbot. Customers then immediately know that they are talking to a chatbot and will adjust their questions accordingly.


You can also choose to use a picture of a person for the chatbot. Your customers will really see the chatbot as one of your employees and as part of your organisation. A disadvantage of using a picture of a person is that customers may not realise they are talking to a chatbot. This can be confusing for your customers.