Scoping out a chatbot project
Chatbot projects come in all shapes and sizes, but the questions we need to ask first tend to be the same.
A customer will often approach us with a specific problem which they would like to solve:
“hi we have a problem in our company, with get too many questions about x via x and they are often the same, what can a chatbot do to help us? Where can it be used?”
At this point we tend to ask the following questions:
Tell us a about your business / department / area
Define Business Issues you wish to address:
e.g Explain what core issue / problem is to be addressed with this application
e.g We want to use a chatbot to answer these repetitive questions so our team can concentrate on answering the more difficult queries.
Process flow – What is the expected user journey of the chatbot:
e.g Our users request information via phone call / email / Team City message; 80% of these questions are simple and repetitive.
We wish to address these key queries via a chatbot. Further, we wish to provide our users with a simple way to speak to a live agent if more information is needed.
What are the platforms the chatbot needs to be connected?
e.g The chatbot will need to be deployed onto our department website as a web widget and a Microsoft Teams chatbot.
What is the average number of queries / questions that the bot needs to be trained to answer?
e.g We seem to have around 100 different questions which we are regularly asked
Will there be live agents to answer advanced customer queries?
e.g There are live agents which we would like to hand over the chat conversation to
Additional Requirements and /or Conditions:
e.g We need to log a ticket into our system.
How are you going to measure success?
e.g Faster response to the customer, reduced hours spent answering questions, NPS?
You have your chatbot scope…now what
Once you have your chatbot scope it’s time to work closely with your chatbot solutions provider (*tip*, that’s The Bot Forge) in a more detailed project discovery phase.
This phase consists largely of requirements collection workshops, gathering required system integration details, stakeholder interviews and analysing key end-user needs and processes.
The outcome is to have a set of recognized requirements written as ‘user stories’ to add to a project backlog. Each story will aim to identify the use-case and type of interaction they’re looking for and list out the various intents, actions and backend integrations that are to be carried out by the chatbot for the story.
At this point its also possible to start considering the cost of your project. You can read about chatbot costs in more detail here.
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