![]() It is instrumental to have clear KPIs to constantly monitor the relevance and the performance of the chatbot from an economic perspective. You should be able to describe your ROI in one sentence. To have a solid business case, it, therefore, makes sense to start by automating the navigation of the manager with the higher ROI.” Improving the software UX with a conversational interface will save 2 hours of work per month for a manager, compared to 20 minutes for an average employee. In the employee experience context, it can be: “U sers are struggling to find relevant information and perform specific tasks in their HR software.In the customer service industry, it can be: “ T he average conversation duration is reduced by 30% because customers have now access to the relevant information through the chatbot”.Why are we building this chatbot? Based on identified business needs in the context of a specific company or a market, we will specify metrics to track the return. For example: Define Key Aspects of Your Chatbotīefore designing our first use case, let’s define some key aspects: what’s our expected return on investment (also called ROI), what’s our target persona, and what’s the personality of our chatbot. In this phase, the whole project team is involved: the project manager, business/product representatives, and developers.ĭesigning the first Use Case might take up to one day but going forward the project team will gain expertise and it should take no more than half a day per use case. When designing a Use Case, it is important to have all the actors involved so as to identify business aspects of the flow, exceptions, and technical limitations. In the context of a chatbot, a Use Case (UC) is an action that can be modeled, handled, and accomplished through a conversational interaction between the bot and the user.Ĭreating a leave request in an HR system is a typical example of a Use Case. As such, it’s a prerequisite to the Use Case design phase. Horizontal Coverage gives you data-driven insights into what should be automated first. For more information about this concept, please read this great article. This phase comes right after building the Horizontal Coverage since the latter helps you identify the topics your users trigger most often. ![]() ![]() This helps in automating all the use cases and results in the bot responding relevantly to the users. In the bot design process, the Use Case design stage focuses on building the conversational workflows that will perform actions for the user. Welcome to our blog series about chatbot methodology! Today, let’s talk about use cases for your chatbot, the second step of a successful chatbot project with the SAP Conversational AI bot-building platform.
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