Conversational AI is an ongoing journey, not a one-time project
From whiteboarding to launching a minimum viable product (MVP), let’s look at the path this journey typically takes
Conversational AI is the next frontier of engagement, productivity, and innovation – helping to minimize churn, improve deflection rates, reduce support costs, streamline workflows, and more.
To get the most out of this emerging tech, however, requires you to think of it as a journey – not a quick fix or short term initiative.
Undertaking this journey enables global enterprises to create AI-powered bots that assist teams and streamline operations, enhance the customer experience, integrate siloed systems, create business value, and become market leaders through innovation.
Effective preparation is key to achieving success with conversational AI. Enterprises need to craft a deliberate plan of action, find the right mix of technology and tools for the job, and empower a team of people to execute that plan. Here are the most important things you need to do to get your journey off to a good start:
Every bot journey is unique, reflecting differences in industry, organizational capabilities, strategic priorities, budget, and more. Timelines are also unique, varying in accordance with your use case, integration and workflow complexities, available resources, and compliance and change management requirements. However, we’ve identified these 5 stages as part of every conversational AI journey.
Now that you’ve prepared for your journey, it’s time to plan out your first text or voice bot. Major components of this step include:
Next, you’ll want to explore primary and secondary use cases, map out key requirements, determine what vendors and partners are needed, and more. This includes:
Now that your POC is complete, it’s time to roll out additional tasks and dialog flows to a somewhat wider employee or customer audience. This step includes:
This step involves deploying your conversational agent, promoting it to your intended audience, and establishing best practices for change management. The primary focus includes:
The final step is all about establishing conversational AI as a baseline competitive advantage within the company. At a glance, key activities include:
The world of AI is moving fast, and no two implementations are the same, making it easy to overlook the small things. But we’ve helped a lot of companies over the years, and so have learned a thing or two. Here are several common implementation mistakes we see time and time again.