“A customer support bot should empathize with people, even those who might be in the wrong. Just acknowledging and validating an emotion is often enough to make customers feel understood and release negativity, whereas being defensive or argumentative only exacerbates the problem.” — Adelyn Zhou, Head of Marketing, TOPBOTS
Skills to build a personality come from writers, designers, actors, comedians, playwrights, psychologists and novelists. The integration of these skills into tech roles have sprung terms such as conversation designer, persona developer, and AI interaction designer. Having these specific skill sets helps exponentially. Google is hiring creatives to bring humor and storytelling to human-to-machine interactions, and Microsoft Cortana’s writing team includes a poet, a novelist, a playwright, and a former tv writer.