Transparency is important to me, so in the following article I will show you how an individual chatbot workshop with me works and for whom it is suitable to conduct such a workshop with me.

The aim of my workshop is always to have a comprehensive concept for your chatbot.

 

If you answer YES to one or more of the following questions, then you certainly belong to the target group of my individual chatbot workshops:

• You work in a company that is considering using a chatbot.
• You would like to convince your manager of the ingenious idea of a chatbot.
• You already know that you want to introduce a chatbot in your company.
• Your company already has one or more chatbots and you now want to optimize them.

As soon as I have made an appointment with you for our half-day or full-day workshop, we will start preparing for the day. Each workshop is tailored to the needs of my clients and I set individual priorities for each workshop.

 

In general, however, I try to stick to the following agenda.

1. definition of the workshop objectives

All workshop participants should pursue the same goal. I usually define the objectives of the workshop with my clients in advance. At the beginning of the workshop day, these are confirmed or supplemented by all participants.

 

2. customer input

Of course, I prepare myself very carefully for you and your company in advance. However, I would be happy to give you the opportunity to specify your concerns and briefly outline your processes at the beginning.

We derive possible use cases for your chatbot from your input.

 

3. target group definition incl. Personas

During a persona definition exercise, we find out who your target groups are and what they look like in detail. We not only consider your customers, but also employees or other stakeholders for whom the chatbot could be relevant.

 

At the end of this exercise, we agree on 1-2 personas for which we want to create the chatbot.

 

4. customer journey

We now know the personas that are relevant for the chatbot and outline the customer journey of these target groups.

First, we play through the customer journey (usually using role play) without a chatbot. We then imagine that the chatbot already exists and we play through the customer journey again, but this time with a chatbot.

This allows us to recognize how the chatbot needs to react in order to support our target group.

5. target definition

After the customer journey exercise, we have an approximate picture of the chatbot. Now it’s time to define your goals. What specific goals are being pursued with the chatbot and how can we measure them? Possible objectives may include increasing efficiency, reducing costs, increasing salaries, etc.

If desired, we are always happy to provide input on the various chatbot analytics tools at this point.

6. features

If we know our goals, we also know exactly what skills the chatbot needs to have.

We determine the features of the chatbot and define which processes it should cover.

During this phase, we also define the necessary interfaces that need to be set up to achieve the objectives.

 

7. personality of the chatbot

Your target group should find the chatbot appealing. This is only possible if the bot adopts a personality that suits your customers. At the same time, the chatbot must reflect the image of your company. We take both factors into account and find the right personality for your chatbot, including Name and avatar.

 

8. dialog phases

Taking the last 3 steps into account, we define the dialog phases of your chatbot.

We divide the entire chatbot dialog into individual phases. Each phase has a task or fulfills a separate purpose, always with our goal definition in mind.

With the wellness chatbot noora.ch, these are as follows.

No alt text has been specified for this image.

 

9. dialog design

The dialog phases and the personality of the chatbot are the basis for the dialog design.

In this step, we start sketching the dialogs. We want to create at least one sample dialog that we can use later to create the chatbot.

At this point, I always like to add another input session on the topic of chatbot design.

10 Technical details

At the end of the workshop, we clarify the technical requirements, restrictions and needs of the customer.

We take a look at your current IT structure, check your data protection requirements and much more. .

 

 

After the workshop

My work continues after the workshop. I create a written concept for your chatbot, which contains the following content:

• Use case of the chatbot
• Goals of the chatbot
• Target group definition of the chatbot
• Tasks and capabilities of the chatbot
• Personality of the bot
• Dialog modules of the bot
• Chatbot design
• Technical details for implementation – software recommendation (incl. required interfaces)
• Type and manner of data collection

 

This concept is a good basis for you to have your new chatbot implemented or to further develop your existing bot.

If you liked this article, then be sure to take another look at this article on the chatbot canvas.

And if you have any further questions on this topic, please write to us!

 

Click here to go to my contact page.

 

Update 12.02.2020: You can find the offer for the chatbot concept workshop here.