Once a company decides to implement a chatbot in the service process, you can complete the actual development within a few weeks. But what happens when the chatbot sees the light of day? When customers first come into contact via live chat on the website, in Facebook Messenger or on WhatsApp? How do you ensure a smooth start?
Long before the chatbot has its first interactions with customers or with its human colleagues, the c level executive list fundamentals of its existence are determined. At the beginning of a chatbot development project, a feasibility check is performed, in which you answer the following questions:
What is the goal? What problems should the chatbot solve?
Which channels should it be used on?
Should the chatbot be linked to external systems?
Answering these questions plays a crucial role in the later success. In order to implement the chatbot successfully, you need to keep a close eye on the following 4 points:
1. Prepare employees for the new virtual colleague
Involve the employees who will be working with the chatbot on a daily basis from the start. These are usually the customer service employees. They need to know exactly how the chatbot works, what tasks it solves and what it can and cannot do.
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