Designing your chatbot tone of voice

Ross MacKenzie
Categories:
Tags: Data + AI
Surface Studio Photography-min

So, you’ve decided a chatbot is your next major customer service investment – great! But, how will you handle the ‘chat’ your bot will engage in? You’d be surprised at just how much more effective a chatbot will be with the right tone of voice – remember the aim is for customers to think they are actually talking to a ‘person’ rather than a ‘robot’ or bot.

All this means your bot will need a personality of its own. How do you decide what personality? Well that depends on what you are servicing and to whom. If you want to impart knowledge about a truly corporate issue, you might like a decidedly ‘serious’ or authoritative tone. If you’re selling the latest trainers to millennials, you might like to opt for the latest hipster slang. Just as with all aspects of marketing, the language you use in chatbots should reflect your product/service branding and the audience you are marketing to.

The great thing about bots is that they are multi-lingual – and the tone of voice should be reflected in the language/s of choice.

At Cobweb UAE we’re adept at helping you create the right tone of voice for your chatbot, in English and Arabic. Developing the conversational flow is perhaps now the greatest bot creation challenge. After all, you don’t need to worry about development thanks to our CobwebCompleteChatbots service which quickly takes organisations to the very heart of the Conversational Commerce age. This subscription-based solution harnesses the power of Microsoft Azure to deliver a BOT personalized for your business. Clients can reduce their reliance on human resources, speed up response times and more closely engage customers.

But no matter how good the development, the bot may fail if it doesn’t deliver a conversation relatable to the customer. So, if you need advice on designing your chatbot conversation – let’s talk.

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