Creating a character
WHAT TO KEEP IN MIND WHEN CREATING A CHARACTER
An avatar or character for your virtual assistant is not mandatory, nor strictly needed, at least in the beginning. But if you do decide to include one, we suggest the following:
•The character should be consistent with the brand image and the values that the company wishes to convey.
•An entire content section (questions and answers) should be created that relate to the character’s personality. When you provide an image and an identity, users will begin to interact with it based on what the character suggests. It is important to define this in advance, since it will influence the content and style in which you write answers.
•Content creation and design can take place simultaneously. We do not recommend delaying the launch while you create a character, as this can be incorporated at any time during the project.
•In regards to the appearance, we recommend starting with a neutral, timeless style.
•Animation technology changes quickly. Before starting any design, we recommend checking the technical specifications via email at firstname.lastname@example.org.
•The choice of gender and age will depend on the objectives of the brand and the effect you wish to create in the users. If you decide to use a pet or an object, it must be carefully selected to fit the brand profile.
KEYS TO CREATE A CHARACTER
LEVEL OF PERSONALITY DEVELOPEMENT
Most virtual assistants launch without a clearly defined personality, but include some content related to personality. We consider these personality responses to be the minimum required content for an effective launch: greetings, farewell, thanks, evasive answers and responses to insults.
When incorporating a character, either at the beginning of the project or as a second stage, we suggest taking into account the following pointers to develop and create the personality.
•1st LEVEL: Minimum required to develop a personality
It is important to define and create questions and answers that include your character’s name, age, gender, and profile (education, work and family).
When you create content, it is important to keep these definitions and decisions about the personality in mind. These will guide the style of all your answers. Other answers must be created accordingly, so that your content is coherent and consistent.
• 2nd LEVEL: requirements for creating an Avatar
We suggest considering the following questions. Create content with your answers in mind:
• What is the character's background or story?
• What is his or her mission?
• Describe his or her clothing, style and appearance.
• Character, personality and interests (kind, seductive, friendly, helpful, distant, etc.).
• Tone of voice and communication style (formal or informal, direct or indirect instructions).
• Who is the target market of the character or the brand? (customer profile)
• Reference images (links or attach files).
CRITERIA FOR CONHERENCE
When constructing the character, it is important to remember before writing the content—for both the character as well as for all answers about the company—that you should define the tone and style that will govern all of the answers and provide coherence to all your customer service.
This is the time to define how the assistant will communicate with the user. Will you use colloquial language (such as in an informal and relaxed conversation) or a more formal manner (with correct grammar and maintaining distance)? In addition, you should define the level of complexity that the answers will have. Will they be highly technical or directed towards the average user?
The key points to define before creating content include:
•Style: formal or informal.
• Person and number: 1st person singular “I am here to help” or plural “We are here to help.”