Whether chatbot, voicebot or even avatar – every virtual agent needs a good concept.
Perhaps you remember my chatbot Canvas? This was my first template for creating chatbots. Now a lot has changed and it’s time for an update to the original canvas. It is now called the Virtual Agent Guide and is based on the Six Step Model of Conversational AI Design.
You can download the entire Virtual Agent Guide here – in this article I have summarized the most important aspects of the VAG.
Step 1: Determine bot species
The first step is to determine the bot’s use case and define what the virtual agent should actually be able to do. This is also where it is decided whether the bot is a rule-based bot, an AI bot or a hybrid bot. In rare cases, it (unfortunately) turns out in this phase that the introduction of a bot makes no sense. This is particularly the case when user requests are neither predictable nor repetitive.
Note: Virtual agents only make sense if the majority of user requests are repetitive and the bot can therefore be “trained” appropriately in advance.
Step 2: Define target group
The second step is more about the user of the virtual agent rather than the virtual agent itself. The team is thinking about who will actually use the bot and what expectations users have of the virtual agent.
Further information about the chatbot user, which you should definitely find out in advance, can be found on the second page of the Virtual Agent Guide.
Step 3: Dialog Design
Now it’s time to design the dialogs. If it is an AI bot, all intentions must now be collected and combined with a large number of training sentences and the appropriate answers. The best way to do this is to use page 3 of the guide or even copy the table into an Excel list.
Step 4: Bot design
Now comes the creative part. The bot is given a design and a tonality. In the best case scenario, you even give the bot a name.
Note: Virtual agents with names are more likely to be used again by the target group because users can remember the chat with the bot much better. The recommendation rate also tends to be higher.
Step 5: Bot Team
Before the implementation phase, don’t forget to involve your entire team. On the penultimate page of the Virtual Agent Guide you have enough space to list all responsibilities including the Contact details.
Step 6: Test plan and checklist
Last but not least, the checklist and the test plan.
Note: Testing the bot is essential! But even if the bot is online, it should be regularly scrutinized and reviewed. Ideas for adaptations and extensions are then usually added.
Become active yourself?
The Virtual Agent Guide template can be downloaded here free of charge. You will also find various coaching offers on how to use the Virtual Agent Guide.
Have fun!
What else is there to say…
The Virtual Agent Guide is intended to provide support in the bot project. It is by no means all-encompassing and each project is individual. It is advisable to think through all the steps carefully and adapt some of them individually to your own company.
