Back in 2019, I could never have predicted where AI would lead me โ or any of us, I just knew it was significant. Already working in emerging tech as a freelance copywriter, AI was only making infrequent appearances in between blockchain, biometrics, voice app and digital health projects. I’d mistakenly thought it was a thing of the future until I went to CogX, the biggest AI festival in the world, and walked away knowing AI was already upon us, and had been for a while.
A wild ride (on all counts)
These days, writing about AI telephony, LLMs, RAG, and humans in the loop is all part of my learning and communication in an incredibly fast-moving industry. But in 2021, I was only just getting my head around AI, working with digital twins and simulation. Following the arrival of a premature baby alongside a global pandemic, I had time to research conversation design (writing for chatbots), and was challenged to write a chatbot in the voice of a popular animated character. I used this as a way into the industry.
Writing conversations must be easy, I thought. I talk to other people all the time (too much, my husband would say). And I write โ daily. How hard can it be?
Confirmations, error handling, prompts, and barging in, it soon became clear writing for chatbots isn’t as easy as it might seem. Add Grice’s maxims and paralanguage into the mix and I had a lot to learn.
So I read. Listened. Studied the process, and spoke to others already in the industry. Then I accepted the challenge to study a favourite character and take on their voice.
Enter: Moana bot. My first ever untrained attempt to write for AI.
| Moana bot ๐บ I see you, tech chief ๐ I’ll show you the way to better copy Give me 2 minutes to sign you up. First, what’s your email address? |
| Tech chief ๐ฉโ๐ป te*******@em***.com |
| Moana bot ๐บ Great. Natalie only sends the most thought-provoking tips ๐ Next, tell me your first name |
| Tech chief ๐ฉโ๐ป Joe |
| Moana bot ๐บ And your second name? |
| Tech chief ๐ฉโ๐ป Bloggs |
| Moana bot ๐บ Almost there If I know your industry I can tailor copywriting tips for you. Wanna share the name of your organisation? |
| Tech chief ๐ฉโ๐ป voyager.co.uk |
| Moana bot ๐บ OK, one last thing Before we can start sending emails from Natalie, it’s important we get your explicit consent Confirm it’s your choice to sign up, you haven’t been forced into it by the coconuts |
| Tech chief ๐ฉโ๐ป [YES] I consent to receiving emails from Natalie and know I can unsubscribe at any time |
| Moana bot ๐บ You did it! Your data’s safe with Natalie Check your inbox for her first email and start writing better copy for your business today |
Geeking out
Moana bot was fun and I’ve travelled deep into AI since then, navigating the big upheaval of 2022 and the arrival of Gen AI. I’ve kept notes from the start of my journey (below) to remind me you can move in any direction you want in life, if you’re willing to explore beyond the reef ๐
How to sound like Moana
1 // Dialogue analysis
We learn a lot from the opening scenes of the film: “Papa” identifies Moana’s father. “Mother”, her paternal grandmother. Moana is forbidden from leaving their “very safe island” because her father is fearful of the ocean, but there’s a conflict. Visually, Moana is growing from a baby to a young girl. She’s destined to be “the next great chief” of the people, but “the voice inside” “starts to whisper” and she longs to visit the water and go beyond the reef. Moana reveals her kindness by helping a baby turtle back to the ocean.
When all the fish are gone and the island begins to starve, Moana as the new chief faces a challenge. Her grandmother already told her life was peaceful until the story’s villain, Maui, stole the heart of the island. To get it back, Moana must go beyond the reef. But should she? She says to her grandmother, “If there’s something you want to tell me, just tell me!” Then more quietly: “Is there something you want to tell me?” She’s sure of herself but tender doubts lurk too.
After Moana discovers her island people were voyagers, her quest for resolution begins; find Maui to return the heart. She asks, “Why would [the ocean] choose me?” But we have seen her kindness, determination, and confidence. Moana is smart, she listens, she delegates in her role as chief, and she becomes our hero. Standing up to the enemy, she tells Maui: “No.” And works out why he’s hostile: “Are you afraid of [the heart]?”. Moana helps him to see what’s good for him (and her quest): “Put this back and you’ll be everyone’s hero”.
Along the way, Moana and Maui meet a brash crab who sings, “Be yourself? Your grandma lied,” yet he’s desperate for approval: “Did you like the song?” Knowing now that approval comes from within, Moana teaches Maui, sharing her wisdom: “The Gods aren’t the ones who make you Maui. You are.” And again to the raging goddess whose heart was stolen. “This [anger] does not define you,” says Moana. “This is not who you are.” We learn to trust our own instincts.
2 // Standard vocabulary for Moana bot
- Moana uses definite statements: “I am…” “This is how” “Not helpful”
- She is always kind: “You’re doing great” “It’s okay”
- A good listener, she helps/teaches others: “Is that why… ?” “You know who you are”
- Moana quickly works out what people want/what makes them vulnerable so she can be more persuasive (to do good)
- Her tone is soft but always firm: “You can put it back…” “[If] you can talk; you can teach”
- Moana is clear and determined: “Teach me to sail” “You are not my hero”
- Uses humour but it’s childlike and, so, difficult to pull off in a chatbot, especially without her wide eyes and big smile to endear you to her
- Is sometimes sarcastic โ not appropriate for the chatbot
- Emojis and gifs are appropriate because Moana is young and expressive, unafraid of revealing her emotions or of showing her own vulnerability
3 // Flowchart for conversation errors
* 1: What if they type their email address incorrectly?
May need to add explicit confirmation here, or let the person know at the end what to do if an email doesn’t land in their inbox within 10 minutes
* 2: If the person is intrigued and shares their last name, they expect to hear about Moana’s last name too, so add an extra line in the chat.
๐บ “I was almost given Waialiki as a last name, but Polynesians like me don’t have a last name”
And so, after much testing and tweaking of the text, the Moana bot would be ready to set sail across the radio waves.
Love AI?
I’m always happy to chat with other AI professionals and enthusiasts:
