Technological innovations have provided work market changes, because there are new demands and new careers. Costumers’ needs are increasingly specific. For that reason, there was a change for professionals of the technology area, like work routine and different tasks attribution.
When the first virtual assistants appeared, people feared the future of client service professionals. Today, it is possible to understand that its effects are not so negative. In spite of virtual assistants have arrived at big companies with the intent of reducing human assistants, there was the increasing need to search for new profiles which didn’t existed so far.
On the one hand, a virtual assistant must be prepared to offer its best performance to the user. On the other hand, companies need a competent team, which realize different tasks. These teams are composed by developers and technicians, the squads that lead the project of a virtual assistant, with two different profiles, relatively new on the market: UX Designer and linguist.
UX Designer is the professional responsible for design and usability of the solution. The linguist has a role focused on the flow and intelligence content. The language professional may be seen as the “voice and tone” of the virtual assistant, regardless of the channel and used platform. Together, these two work for a common goal: to create a better possible experience, bringing more naturalness and humanization for the robots.
The linguist creates texts according to the designed personality for the assistant, in the construction of flows and journeys, in the creation of dialogues, in the identification of errors or failures of the project, on the elaboration of proposals of improvement and in the training of the knowledge.
In order to add value and create a differential, this new professional profile must be above the client’s expectations. Sensibility and enough experience are required to predict the difficulties that may be found on the use of this tools, as well as doubts in relation to the product or service. The linguist may be defined as the “brain” and the “heart” of virtual assistants, the balance between the reason and emotion, offering more assertive answers for any interaction.