As part of a Forbes article on the digital transformation trends in 2019 Chatbots have been placed on second place in the list.
Introducing a chatbot in the organisation
Enterprises in general are implementing chatbots for two main reasons; improving the efficiency to communicate with customers and improving internal processes. A commonly seen model is that enterprises take a two phase approach to introducing chatbots to the business.
Phase 1 - Internal use
In phase 1 chatbots are implemented and used to optimize internal processes. for example standard internal HR processes, supporting internal requisitions and internal IT support are commonly seen as first adopters of a internal enterprise chatbot.
Phase 2 - External use
In phase 2 chatbots are used externally facing as part of the enterprise website, shopping site or as part of enterprise mobile applications.
In general phase 1 and phase 2 overlap, while the go-live of phase 1 is in effect phase 2 is already being prepared for external use. By creating the correct overlap the momentum of the chatbot team is maintained and the lessons learned from phase 1 are included in phase 2. It is important from both a team velocity as well as an adoption point of view to ensure you keep the momentum and ensure an overlap or a minimal gap between phase 1 and phase 2.
It is not done in a day
Contradicting the popular believe that building and implementing a chatbot is an easy task one will have to prepare for a "real project". Even though the use of a cloud platform and chatbot framework can speed the technical implementation up extremely a healthy part of the work is in ensuring your chatbot has the correct vocabulary and ensuring your conversation design is properly done.
Two aspects are important when developing your chatbot project planning. The first is to ensure you enough space for conversation design and ensuring the right vocabulary. Conversation design will go into design of how a flow of a conversation between your bot and a human will go. Even though this might sound straightforward initially it might be a very good practice to ensure you have an experienced conversation design expert on your team.
The other important part is to include a marity model for your chatbot in your project planning and strategy. The moment you want to launch internal and the moment you want to launch externally might be on a different point in the maturity model. An example of a chatbot maturity model, developed by Leon Smiers at Capgemini, can be seen below.
Use a chatbot framework
Building a chatbot from the ground up, building all the AI and all the other parts needed to make a good chatbot is an amazing project. However, such a project is only interesting from a technical understanding and research point of view and not so much from a business point of view. As a developer who just wants to build and include a chatbot interaction it is a better solution to leverage an existing platform. As an Example, Oracle provides a intelligent chatbot platform.
The below developer conference video showcases how to build a chatbot.
You can find more information and developer code examples via this link to get started quickly with your first intelligent chatbot to include in your enterprise landscape.