Sadly, chatbots don’t have a great reputation for driving excellence in customer service. They have had huge limitations in answering questions, typically super generic in their responses and lacking personality. We are all human beings and want to be treated like an individual, therefore chatbots have to evolve if companies want to leverage them as a key part of interaction with customers.

Empathy will be critical, as will natural language processing (NLP) combined with real personality to give customers the sense that the company cares about them and wants to help with their queries.

The interesting element in introducing a personality to a chatbot is how brands grapple with the tone of voice, level of formality, humour, and empathy, so it is in sync with their own brand, personality, and culture.