Your company has now so many channels to communicate with your customers: Chatbots, tweets, Messenger, Alexa skills that you might feel is time for it to feel like a person. @RevolutApp the tweet account for financial services company Revolut tweeted in response to a user. Your chatbot can have a persona, characteristics that resemble human beings, probably close to those of someone you all know at the office. But is it really necessary to show all of the good and bad characteristics? Is it good to send gifs to customers that are at minimum derogative in the online discourse, let alone in a public tweet about a customer service issue? How do you think they will feel about your service and ultimately your brand after you send them a Robert Downey Jr. rolling eyes? This article by LizLum
describe what happened. At VoiceFirst Weekly we’re big believers, especially related voice technologies, that your brand should think of a persona to identify with users. But it’s never a good call to diminish your users.
Send us what you think to firstname.lastname@example.org and we’ll talk about it in one of this week flashbriefings!