BLOG: STOP! Do not (whatever you do) implement a chatbot or digital assistant…
…Until you’ve run through our super helpful 30 (29!) step checklist 🙂
With 5 years of experience and hundreds of successful projects under our belt (s), we at logicdialog have delivered enterprise projects for clients like Amnesty International, AS Roma, Diageo, and The AA. We've also completed plenty of small projects for some really cool brands.
We've learned (sometimes the hard way we will admit!) that the key to successful deployments of digital assistant projects big or small is to follow a process.
We’ve listed the main steps of that process below for you to use as a checklist when you decide to jump into the fascinating world of conversational AI.
Which steps you need to take will vary based on your organisation's specific goals and needs, but take a look and decide for yourselves. We hope the list helps (it’s in no particular order but some steps have to happen before the next step in the list can).
Of course, if you need any further assistance, just reach out to us and we'll jump in to join you on your conversational AI journey…
Define your goals and objectives for using chatbots or digital assistants.
Assess how many calls and/ or emails you are receiving each week month day year.
Understand what topics these calls/emails are about.
Group these calls/emails into categories - eg sales, complaints, bookings, general queries
Select the top three categories by volume of email/calls
Determine whether a second layer of sub topics is needed e.g. under the sales category you may have shoes, accessories etc
Select a cross section of questions for each topic and try to generate variations of those questions - by the way, our logicdialog platform automates this process to generate hundreds of variations for you..
List the answers to these questions
Determine which tasks or processes can be automated or assisted by chatbots or digital assistants.
Assess what other systems might be needed to satisfy certain requests - eg a balance check request needs access to the user’s account.
Make sure you can access these systems or evaluate how you will access these systems.
Assess which channel the majority of your traffic comes to you via i.e. website, mobile app, social media, telephone.
Evaluate your current technology infrastructure to ensure that it can support chatbots or digital assistants.
Identify the specific needs and preferences of your target audience.
Determine how you will integrate chatbots or digital assistants into your existing systems and processes.
Consider how you will train and manage your chatbots or digital assistants.
Develop a plan for monitoring and measuring the effectiveness of your chatbots or digital assistants.
Identify any potential legal or compliance issues related to the use of chatbots or digital assistants.
Determine how you will handle sensitive or confidential information.
Consider the potential impacts on your workforce, including any potential job displacement or the need for upskilling.
Establish clear guidelines and protocols for using chatbots or digital assistants.
Determine how you will handle customer inquiries or complaints related to chatbots or digital assistants.
Develop a plan for handling technical issues or malfunctions.
Consider how you will handle data privacy and security.
Determine how you will handle updates and maintenance for your chatbots or digital assistants.
Develop a plan for promoting and marketing your chatbots or digital assistants to your target audience.
Consider how you will handle any potential negative public perception or backlash related to the use of chatbots or digital assistants.
Establish a budget for implementing and maintaining chatbots or digital assistants.
Assemble a team or task force to oversee the implementation and management of chatbots or digital assistants.