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I’m not a Toaster

Designing a chatbot personality

People working in large corporations have to deal with numerous different systems in order to manage their workflow and solve administration issues. What if artificial intelligence (AI) could help them navigate through those systems? 

Most virtual assistants are designed to help employees with everyday working tasks. They typically have knowledge, but this can be delivered in a system-driven, binary manner. For the user to trust it, these ‘bots’ need a personality of their own, to make them more relatable and ultimately useful. Through research and workshops with future users of chatbots, this project identified the personality traits that bring a people-centred perspective to this area of AI.

Project Researcher
Juliette Poggi

Social & Global Research Leader: 
Dr Jak Spencer

Research Partner: 
Tata Consultancy Services