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Chatbot and AI Persona Development
Brand Team Workshop
Purpose & Outline
WELCOME
Chatbot & AI Persona Development
WELCOME
Chatbot & AI Persona Development
OVERVIEW
Chatbot & AI Persona Development
WHY WE’RE HERE
• Brands now speak, watch, listen & converse
• Bots are brand ambassadors. They reflect
brand, values & mission to your user
• Bots also complete tasks, provide support,
prompt behaviors & give advice
Chatbot & AI Persona Development
Imagine your bot
is an actual human
carrying out these
tasks. How would
you expect them
to interact with
your patients?
Your bot’s
personality dictates
their interactions,
responses, voice &
tone
WHY WE’RE HERE
• Your bot’s persona is the interaction style that
comes through every thread
• An impression; a user may not be able to
describe the personality totally but the
experience lingers
Chatbot & AI Persona Development
“ I’ve learned that people will
forget what you said; people will
forget what you did; but people
will never forget how you made
them feel. ”
WHY WE’RE HERE
Chatbot & AI Persona Development
- Maya Angelou
WHY WE’RE HERE
• Without an actively created personality, the
user will assign your bot a personality
anyway
• Creating personality:
• helps define and control the narrative
• creates an more authentic connection with the user
Chatbot & AI Persona Development
WHY WE’RE HERE
• Personas help keep brand, medical and
customer service teams on the same page
• Persona helps your bot writers use a
consistent dialog style, vocabulary, voice &
tone
• Personas help us define the bot’s scope &
set expectations
Chatbot & AI Persona Development
YOUR BOT’S JOB DESCRIPTION
• What is your bot’s purpose
• Create a job description
• How will you evaluate; performance
measures
• Create a succession plan
Chatbot & AI Persona Development
CREATING AN AUTHENTIC PERSONA
Warm-up
• Blue Sky Exercise
• Mini-Persona Design
Persona Process
• Four Steps
Chatbot & AI Persona Development
CREATING AN AUTHENTIC PERSONA
Blue Sky Exercise
• How would people describe you in three traits
• Describe someone you admire & define their
personality in three traits
Chatbot & AI Persona Development
CREATING AN AUTHENTIC PERSONA
Blue Sky Exercise
Take eight personality scales and try to name
people that embody each
Chatbot & AI Persona Development
• Empathic
• Bossy
• Silly
• Understated
• Enthusiastic
• Youthful
• Helpful
• Efficient
CREATING AN AUTHENTIC PERSONA
Mini-Persona Exercise
• specific job
• name
• a childhood memory
• favorite thing in the world
• biggest fear
• a line of a dialogue informed by the above
Chatbot & AI Persona Development
CREATING AN AUTHENTIC PERSONA
Persona Process | The Theoretical
I. Psychological archetype – bot’s role & purpose
II. Personality type – bot’s “why” (inner story)
• PREFERENCES – Myers-Briggs personality types
• TEMPERAMENT – Keirsey merges MB preferences into
temperaments; interest, orientation, values, self-image
social roles
• TRAITS – Big Five model gives the type key traits
Chatbot & AI Persona Development
CREATING AN AUTHENTIC PERSONA
Persona Process | Bringing The Theory To Life
III. Character sketch – the who (outer story)
• Origin, parents, setting, appearance, gender, age, hobbies,
sports, interests, geography, education,
IV. Personality Matches
• Famous fictional and real personalities
Chatbot & AI Persona Development
PERSONALITY DESIGN | AT-A-GLANCE
Chatbot & AI Persona Development
STEPS
THE ARCHETYPE PREFERENCES TEMPERAMENT TRAITS BACK STORY
Your bot’s
function/role
How your bot
likes to interact
with the world
Your bot’s heart,
soul, aspirations,
and motivations
Uniqueness,
quirks, attitude
Where ya from?
and other details
that inform persona
FRAMEWORK
VOGLER
WRITING PROCESS
MYERS-BRIGGS KEIRSEY BIG FIVE HOMEGROWN
The Jungian Models
Hero
Mentor
Shadow
Extroversion / Introversion
Sensing / Intuition
Thinking / Feeling
Judging / Perceiving
Artist
Guardian
Idealist
Rational
Agreeableness
Conscientiousness
Extraversion
Openness
Neuroticism
Answer me this
& other questions
I. CHOOSEYOUR ARCHETYPE
Archetype | The Role & Purpose
Chatbot & AI Persona Development
I. CHOOSEYOUR ARCHETYPE
Psychological Archetype | The Role & Purpose
Classic screenwriter’s adaptation of Jung
• Christopher Vogler The Writer’s Journey
What role will your bot play in the chat’s
narrative?
Chatbot & AI Persona Development
• Hero
• Mentor
• Guardian
• Herald
• Shapeshifter
• Shadow
• Trickster
II. Personality
Personality:
preferences, temperament, traits
Chatbot & AI Persona Development
IIa. DETERMINEYOUR PREFERENCE
Myers-Briggs
…helps explain the Jungian approach to personality using these scales
scales
Chatbot & AI Persona Development
• Identifies strengths, weaknesses, likes, dislikes, natural abilities
• How your bot likes to interact with its world
Extroversion
Expressive
Introversion
Observant
Sensing
Practical
Intuition
Imaginative
Thinking
Logical
Feeling
Empathic
Judging
Methodical
Perceiving
Open/Flexible
IIa. DETERMINEYOUR PREFERENCE
Myers-Briggs
Search Myers-Briggs career types for a match to
your bot’s job (e.g. nurse, caregiver, personal
• (example) ESFG: Extroverted | Sensing | Feeling | Judging
• Warm, sympathetic, helpful
• Decisive, thorough, consistent
Action Step: Assign your bot its M-B personality
preference
Chatbot & AI Persona Development
IIIb. DETERMINEYOURTEMPERAMENT
Keirsey | The Four Temperaments
Your bot’s heart and soul, aspirations, motivations
Chatbot & AI Persona Development
Idealist Artisan Guardian Rational
IIIb. DETERMINEYOURTEMPERAMENT
Keirsey | The Four Temperaments
(example) Idealist: Teacher | Counselor | Champion | Healer
• Well-known Idealists
• Oprah, John Wooden, Princess Diana
• Patient with complicated situations with people
• Impatient with routine details
• Conscientious, trustworthy, intuitive
• Deeply concerned with humanity
• Almost magical ability to connect with people
Chatbot & AI Persona Development
IIIb. DETERMINEYOURTEMPERAMENT
Keirsey | The Four Temperaments
Action Step: Select your bot’s temperament
Chatbot & AI Persona Development
III.c DETERMINEYOUR BOT’STRAITS
The Big Five | Personality Traits
Uniqueness, Quirks, Attitude
Chatbot & AI Persona Development
Agreeableness
Generous | Warm | Tempered
Conscientiousness
Persistent | Predictable | Reliable
Extraversion
Sociable | Friendly | Reserved
Openness
Imaginative | Curious | Insightful
Neuroticism
Awkward | Timid | Self-Critical
III.c DETERMINEYOUR BOT’STRAITS
The Big Five | Personality Traits
Uniqueness, Quirks, Attitude
Chatbot & AI Persona Development
• Identify where your bot should sit on each scale
• Search for existing characters that fit this collection of traits
III.c DETERMINEYOURTRAITS
The Big Five | Personality Traits
Chatbot & AI Persona Development
Action Step: Assign your bot 3-5 traits from each
scale
III. CHARACTER SKETCH
Character Sketch | Write the back story
Chatbot & AI Persona Development
III. CHARACTER SKETCH
Back Story
The basics:
• Name, gender, age range, geography, appearance
The details:
• Favorite sport in high school
• Best movie of all time
• Perfect way to spend your Sunday
• Greatest fear
• And many, many more
Chatbot & AI Persona Development
IV. PERSONALITY MATCHES
Personality Matches:
famous or fictional match-ups
Chatbot & AI Persona Development
IV. Personality Matches
• White board or collage personality matches
• Fictional characters
• Famous people
• Friends
• Family
Chatbot & AI Persona Development
YOUR BOT IN ACTION
Test Drive
• Team acts out conversations Improv style
• Play the role of user
• Play the role of bot
• Act out as many conversations as you can
• Create your bot’s glossary and vocab
Chatbot & AI Persona Development
CONCLUSION & NEXT STEPS
Conclusion & Next Steps
Chatbot & AI Persona Development
YOUR BOT IN ACTION
Next Steps
• Welcome your AI bot
• Introduce your bot to friends & coworkers
• Get to know me
• Be my friend
Chatbot & AI Persona Development
ADDENDUMS
Chatbot & AI Persona Development

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Creating an AI Chat Bot PERSONA

  • 1. Chatbot and AI Persona Development Brand Team Workshop Purpose & Outline
  • 2. WELCOME Chatbot & AI Persona Development
  • 3. WELCOME Chatbot & AI Persona Development
  • 4. OVERVIEW Chatbot & AI Persona Development
  • 5. WHY WE’RE HERE • Brands now speak, watch, listen & converse • Bots are brand ambassadors. They reflect brand, values & mission to your user • Bots also complete tasks, provide support, prompt behaviors & give advice Chatbot & AI Persona Development Imagine your bot is an actual human carrying out these tasks. How would you expect them to interact with your patients? Your bot’s personality dictates their interactions, responses, voice & tone
  • 6. WHY WE’RE HERE • Your bot’s persona is the interaction style that comes through every thread • An impression; a user may not be able to describe the personality totally but the experience lingers Chatbot & AI Persona Development
  • 7. “ I’ve learned that people will forget what you said; people will forget what you did; but people will never forget how you made them feel. ” WHY WE’RE HERE Chatbot & AI Persona Development - Maya Angelou
  • 8. WHY WE’RE HERE • Without an actively created personality, the user will assign your bot a personality anyway • Creating personality: • helps define and control the narrative • creates an more authentic connection with the user Chatbot & AI Persona Development
  • 9. WHY WE’RE HERE • Personas help keep brand, medical and customer service teams on the same page • Persona helps your bot writers use a consistent dialog style, vocabulary, voice & tone • Personas help us define the bot’s scope & set expectations Chatbot & AI Persona Development
  • 10. YOUR BOT’S JOB DESCRIPTION • What is your bot’s purpose • Create a job description • How will you evaluate; performance measures • Create a succession plan Chatbot & AI Persona Development
  • 11. CREATING AN AUTHENTIC PERSONA Warm-up • Blue Sky Exercise • Mini-Persona Design Persona Process • Four Steps Chatbot & AI Persona Development
  • 12. CREATING AN AUTHENTIC PERSONA Blue Sky Exercise • How would people describe you in three traits • Describe someone you admire & define their personality in three traits Chatbot & AI Persona Development
  • 13. CREATING AN AUTHENTIC PERSONA Blue Sky Exercise Take eight personality scales and try to name people that embody each Chatbot & AI Persona Development • Empathic • Bossy • Silly • Understated • Enthusiastic • Youthful • Helpful • Efficient
  • 14. CREATING AN AUTHENTIC PERSONA Mini-Persona Exercise • specific job • name • a childhood memory • favorite thing in the world • biggest fear • a line of a dialogue informed by the above Chatbot & AI Persona Development
  • 15. CREATING AN AUTHENTIC PERSONA Persona Process | The Theoretical I. Psychological archetype – bot’s role & purpose II. Personality type – bot’s “why” (inner story) • PREFERENCES – Myers-Briggs personality types • TEMPERAMENT – Keirsey merges MB preferences into temperaments; interest, orientation, values, self-image social roles • TRAITS – Big Five model gives the type key traits Chatbot & AI Persona Development
  • 16. CREATING AN AUTHENTIC PERSONA Persona Process | Bringing The Theory To Life III. Character sketch – the who (outer story) • Origin, parents, setting, appearance, gender, age, hobbies, sports, interests, geography, education, IV. Personality Matches • Famous fictional and real personalities Chatbot & AI Persona Development
  • 17. PERSONALITY DESIGN | AT-A-GLANCE Chatbot & AI Persona Development STEPS THE ARCHETYPE PREFERENCES TEMPERAMENT TRAITS BACK STORY Your bot’s function/role How your bot likes to interact with the world Your bot’s heart, soul, aspirations, and motivations Uniqueness, quirks, attitude Where ya from? and other details that inform persona FRAMEWORK VOGLER WRITING PROCESS MYERS-BRIGGS KEIRSEY BIG FIVE HOMEGROWN The Jungian Models Hero Mentor Shadow Extroversion / Introversion Sensing / Intuition Thinking / Feeling Judging / Perceiving Artist Guardian Idealist Rational Agreeableness Conscientiousness Extraversion Openness Neuroticism Answer me this & other questions
  • 18. I. CHOOSEYOUR ARCHETYPE Archetype | The Role & Purpose Chatbot & AI Persona Development
  • 19. I. CHOOSEYOUR ARCHETYPE Psychological Archetype | The Role & Purpose Classic screenwriter’s adaptation of Jung • Christopher Vogler The Writer’s Journey What role will your bot play in the chat’s narrative? Chatbot & AI Persona Development • Hero • Mentor • Guardian • Herald • Shapeshifter • Shadow • Trickster
  • 20. II. Personality Personality: preferences, temperament, traits Chatbot & AI Persona Development
  • 21. IIa. DETERMINEYOUR PREFERENCE Myers-Briggs …helps explain the Jungian approach to personality using these scales scales Chatbot & AI Persona Development • Identifies strengths, weaknesses, likes, dislikes, natural abilities • How your bot likes to interact with its world Extroversion Expressive Introversion Observant Sensing Practical Intuition Imaginative Thinking Logical Feeling Empathic Judging Methodical Perceiving Open/Flexible
  • 22. IIa. DETERMINEYOUR PREFERENCE Myers-Briggs Search Myers-Briggs career types for a match to your bot’s job (e.g. nurse, caregiver, personal • (example) ESFG: Extroverted | Sensing | Feeling | Judging • Warm, sympathetic, helpful • Decisive, thorough, consistent Action Step: Assign your bot its M-B personality preference Chatbot & AI Persona Development
  • 23. IIIb. DETERMINEYOURTEMPERAMENT Keirsey | The Four Temperaments Your bot’s heart and soul, aspirations, motivations Chatbot & AI Persona Development Idealist Artisan Guardian Rational
  • 24. IIIb. DETERMINEYOURTEMPERAMENT Keirsey | The Four Temperaments (example) Idealist: Teacher | Counselor | Champion | Healer • Well-known Idealists • Oprah, John Wooden, Princess Diana • Patient with complicated situations with people • Impatient with routine details • Conscientious, trustworthy, intuitive • Deeply concerned with humanity • Almost magical ability to connect with people Chatbot & AI Persona Development
  • 25. IIIb. DETERMINEYOURTEMPERAMENT Keirsey | The Four Temperaments Action Step: Select your bot’s temperament Chatbot & AI Persona Development
  • 26. III.c DETERMINEYOUR BOT’STRAITS The Big Five | Personality Traits Uniqueness, Quirks, Attitude Chatbot & AI Persona Development Agreeableness Generous | Warm | Tempered Conscientiousness Persistent | Predictable | Reliable Extraversion Sociable | Friendly | Reserved Openness Imaginative | Curious | Insightful Neuroticism Awkward | Timid | Self-Critical
  • 27. III.c DETERMINEYOUR BOT’STRAITS The Big Five | Personality Traits Uniqueness, Quirks, Attitude Chatbot & AI Persona Development • Identify where your bot should sit on each scale • Search for existing characters that fit this collection of traits
  • 28. III.c DETERMINEYOURTRAITS The Big Five | Personality Traits Chatbot & AI Persona Development Action Step: Assign your bot 3-5 traits from each scale
  • 29. III. CHARACTER SKETCH Character Sketch | Write the back story Chatbot & AI Persona Development
  • 30. III. CHARACTER SKETCH Back Story The basics: • Name, gender, age range, geography, appearance The details: • Favorite sport in high school • Best movie of all time • Perfect way to spend your Sunday • Greatest fear • And many, many more Chatbot & AI Persona Development
  • 31. IV. PERSONALITY MATCHES Personality Matches: famous or fictional match-ups Chatbot & AI Persona Development
  • 32. IV. Personality Matches • White board or collage personality matches • Fictional characters • Famous people • Friends • Family Chatbot & AI Persona Development
  • 33. YOUR BOT IN ACTION Test Drive • Team acts out conversations Improv style • Play the role of user • Play the role of bot • Act out as many conversations as you can • Create your bot’s glossary and vocab Chatbot & AI Persona Development
  • 34. CONCLUSION & NEXT STEPS Conclusion & Next Steps Chatbot & AI Persona Development
  • 35. YOUR BOT IN ACTION Next Steps • Welcome your AI bot • Introduce your bot to friends & coworkers • Get to know me • Be my friend Chatbot & AI Persona Development
  • 36. ADDENDUMS Chatbot & AI Persona Development