Build rapport using an engaging personality and a consistent tone.
A well-defined persona helps your team answer, “What would our agent say or do in this situation?” A clear and consistent personality will go a long way in establishing trust.
Describe your system agent persona using a series of personality attributes.
Mark along the continua where your agent would fall. Add more dimensions as needed.
Alternatively, or in conjunction, conduct an ideation session to stimulate system-agent “brand” attributes. We recommend stimulating the conversation with imagery as outlined in this Brand Experience workshop.