Checklists help you not to forget anything essential. It is also easy to forget important steps when introducing chatbots. Below you will find a checklist that will help you not to forget anything important when introducing a chatbot.
The list is divided into three different phases:
1. before the project
2. during the project
3. at the end of the project
1. before the project
There is a need for chatbots
Before the project can even start, you need to have clarified your requirements. The chatbot requirements checklist will help you with this.
Chatbot team is defined
Even if the bot is to be developed externally, there needs to be at least one person internally who feels responsible for the chatbot. Ideally, a small project team is even set up.
Budget is secured
No matter how small the chatbot project is, there always has to be a bit of a budget. In some cases, license costs of EUR 29 or more are incurred. Ensures that this budget is secured.
Stakeholders are on board
Chatbot projects have already failed because the entire team wasn’t behind them. Involve all relevant stakeholders in the project from the outset and take their wishes and concerns into account. The chatbot will only be a complete success if everyone is behind the project.
External service providers are booked
If you are not doing the entire chatbot project on your own, you will need external service providers. It is best to select competent partners for you and your project before the project starts.
2. during the project
Targets are fixed
All project participants are aware of the objectives and agree with them.
Target group is known
Make sure that you have thought about your target group at the start of the project at the latest. This does not refer to the target group of your company, but the target group of the chatbot. Only if you know the bot’s target group can you define the content appropriately.
Tonality of the chatbot is defined
During the course of the project, you must define the tonality for your chatbot. Of course, the chatbot can still change over the course of its lifetime. However, simple rules, such as you or you, with or without emojis, humorous or serious, should be fixed from the start for everyone involved.
Technology fits the company
First comes the use case, the goals and the target group and then you decide (together with your service provider) on a suitable technology. The choice of technology can vary depending on the project and requirements.
Internal IT department is informed
You will need to contact your IT department at the latest when the chatbot is to be integrated into the website. You may even need them in advance for relevant interfaces. It is best to inform your IT department as early as possible about the project and what you want from the IT team.
Dialog content is known
This may sound trivial, but it should be mentioned nonetheless. The most important thing here is who takes responsibility for the dialogs. There is usually one team that provides the content in raw form and another team that ensures that the texts are written in the defined tonality.
3. at the end of the project
Sufficient testing
You’re usually so happy that the chatbot is finally finished that you forget to test it. However, this can have negative consequences. So take your time and test the chatbot for functionality and usability.
Inform all colleagues
Your own colleagues are the best chatbot users at the beginning. So don’t forget to inform your team or colleagues about the new digital touchpoint. If you realize that not everyone knows what a chatbot is, then please take enough time to explain the new technology and the goals and added value of the chatbot.
Inform customers
The chatbot target group will only use the chatbot if they know it exists. So think about which measures or marketing and PR campaigns you want to implement for the launch of your new chatbot.
Define responsibility for operation
When the chatbot is online, it will still need human support. Who tracks the bot’s KPIs? Who is responsible for further development? It is important that these questions are clarified before the chatbot goes online.
I assume that some people reading this blog post will have already introduced chatbots themselves. So if I have forgotten an important point, please write to me.
And if you are currently working on a chatbot project yourself and realize that you can’t work through all the points yourself, then write to me too.
