The Impact of Bot Personality on Customer Experience

Conversational AI-powered chatbots and virtual assistants have been gaining immense traction, with market research companies predicting that interactions with them will boom over the next few years.

However, the current satisfaction levels with virtual assistant interactions are not as high as they could be, as these assistants sometimes fail to live up to user expectations from these interactions.

Haptik’s research paper Virtual Assistant Personality Preference Among Urban English Speakers examines the impact of bot personality on customer experience.

 

Why you should read this study:

  • Learn how bot personality can influence the user’s perceptions of a virtual assistant, as well as overall customer experience
  • Know how customers rate different bot personality types in terms of comfort level, productivity & efficiency, and likelihood of re-interaction with the virtual assistant
  • Understand the importance of bot personality in an enterprise context, across use cases and age groups

To gain an insight into how the personality of a virtual assistant can affect your customer’s interactions with them, download and read the research paper.

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