Intro

This research initiative aimed to support with data the brand strategy for a family of chatbots, encompassing naming conventions and representations. Through an secondary research analysis of 12 articles and a systematic review of 78 articles, we aim to synthesize insights into crafting effective chatbot identities. The goal is to equip teams with the knowledge needed to establish valuable connections with their audience, enhancing the efficacy of chatbot interactions.

Key Insights

• Anthropomorphic chatbot design cues drive better user outcomes and brand connection

• Matching the user's tone, language, and personality makes the bot seem more empathetic, leading to a better overall experience

• Gender is a highly biased aspect of chatbots. Most of the agents are presented as female. Matching gender drives better interactions

• How the bot introduces itself can impact the level of user expectations and can help mitigate frustration with errors

• Privacy concerns and technology anxiety are the main drivers of creepiness, which can impact trust and loyalty

Bibliography