Develop Chatbots with Personality

Chatbot and AI Persona Development
Brand Team Workshop
Purpose & Outline

WELCOME
Chatbot & AI Persona Development

OVERVIEW

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
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

“ 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
- 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

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

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

CREATING AN AUTHENTIC PERSONA
Warm-up
• Blue Sky Exercise
• Mini-Persona Design
Persona Process
• Four Steps

Blue Sky Exercise
• How would people describe you in three traits
• Describe someone you admire & define their
personality in three traits

Blue Sky Exercise
Take eight personality scales and try to name
people that embody each
• Empathic
• Bossy
• Silly
• Understated
• Enthusiastic
• Youthful
• Helpful
• Efficient

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

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

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

PERSONALITY DESIGN | AT-A-GLANCE
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

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?
• Hero
• Mentor
• Guardian
• Herald
• Shapeshifter
• Shadow
• Trickster

II. Personality
Personality:
preferences, temperament, traits

IIa. DETERMINEYOUR PREFERENCE
Myers-Briggs
…helps explain the Jungian approach to personality using these scales
scales
• 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

IIIb. DETERMINEYOURTEMPERAMENT
Keirsey | The Four Temperaments
Your bot’s heart and soul, aspirations, motivations
Idealist Artisan Guardian Rational

(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

Action Step: Select your bot’s temperament

III.c DETERMINEYOUR BOT’STRAITS
Uniqueness, Quirks, Attitude
• Identify where your bot should sit on each scale
• Search for existing characters that fit this collection of traits

III.c DETERMINEYOURTRAITS
Action Step: Assign your bot 3-5 traits from each
scale

III. CHARACTER SKETCH
Character Sketch | Write the back story

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

IV. PERSONALITY MATCHES
Personality Matches:
famous or fictional match-ups

IV. Personality Matches
• White board or collage personality matches
• Fictional characters
• Famous people
• Friends
• Family

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

CONCLUSION & NEXT STEPS
Conclusion & Next Steps

YOUR BOT IN ACTION
Next Steps
• Welcome your AI bot
• Introduce your bot to friends & coworkers
• Get to know me
• Be my friend

ADDENDUMS

Develop Chatbots with Personality

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