The term “chatbot development” describes a group of tasks involve in creating, implementing, and maintaining computer programmes that speed up time-consuming and repetitive tasks (like frequently ask questions in support or lead qualification). Depending on how complex the chatbot’s objectives are, there may be a different number of stages.
No matter if it’s a straightforward chatbot or a customize solution, we cover in-depth instructions on how to get start with Best Chatbot Development Companies from scratch below.
Chatbot development process steps:
- Recognize whether the chatbot is appropriate for your business.
- Define the goal(s) of the chatbot
- Set boundaries for what the chatbot can control.
- channels and languages to select
- What are the integrations?
- Select the appropriate chatbot provider or chatbot platform.
- Make a thorough roadmap for your chatbot project.
- Consider security
- Design a chatbot flow, a logic tree, and a chatbot persona.
- Establish a POC or MVP first.
- Start constructing the chatbot’s full version.
- Add connections and integrations to essential tools.
- Scale is now necessary!
1. Understand if the chatbot is the right fit for your company.
Chatbots are a smart choice if
- Numerous repetitive and routine tasks are carry out by your team.
- There are numerous inquiries on the same subject.
- You’re trying to find ways to lower the cost of customer service.
- Your clients are multilingual.
- You offer multiple customer service channels.
- You want to offer 24/7 support to your customers who contact you outside of business hours.
- You want to intensify your marketing initiatives.
- You want to support sales with lead qualification and generation.
- You want to differentiate yourself from the competition and avoid falling behind it.
Calculating the potential ROI of the chatbot is another effective way to decide if the development is a good fit. To assist you, check out the following article: Customer service chatbots assist in cost-saving
Alternatively, use the ROI chatbots estimator.
Knowing the ROI will help you decide whether investing in chatbot development is worthwhile for you or whether you should use human agents.
2. Defining the chatbots goal or goals.
So, now that you are aware of whether you require a chatbot or not, let’s continue with the planning for chatbot development.
You must comprehend the justification for using a chatbot. Take a moment to pause and ask yourself these two questions:
What issue would the chatbots address?
What precisely will a chatbot be doing?
Utilizing SMART goals is the best way to formulate a chatbot’s objective. A target might be, “In the first three months after implementation, the chatbot should automate 30% of customer service inquiries about our products and policies.”
Consider metrics as well for gauging success at the end.
3. Defining areas that the chatbots can take over.
Analyze and make a list of the current time-consuming and repetitive processes.
Chatbots are typically most effective in repetitive client-facing processes. For instance, lead qualification and evaluation processes in sales, technical support, and customer service. HR and recruitment procedures also fit well.
We’ll begin by outlining the primary reasons customers contact your customer service.
To do this, we develop categories base on the most common client requests regarding the same subject.
Let’s say you’ve gather information on the most common customer requests and found that the majority of conversations centre around a delivery date. You can group “Delivery info” requests like these into one category:
When will I receive my order?, “What is the delivery date?,” “When will my package be deliver,” etc.
Define a few key categories before continuing on to the next section of this step.
Examine each customer intent or category on the list that you have create after taking a look at it. Processes can be evaluate using:
How simple do you anticipate it will be to automate these client requests?
How crucial is it to you that these customer requests are automate?
How long do you think it will take to automate this?
If you automate this category with customer requests, what effects will that have on your business and customer service?
However, you are free to select other metrics that are significant to you.
Ease receives a score of 5, Importance a score of 5, Time a score of 4, and Impact a score of 4.
The “Delivery status check” is awarded 18 points as a result.
Do this for each process on your list, and then select the ones with the best results for automation.
4. Choosing channels and languages.
You should ask yourself the following additional questions at this stage:
Which channels of communication do you want to automate? Whatsapp, Facebook, a website, or all of them?
Which languages do you want the chatbots to automate?
Consider the following before responding to these questions:
Is creating a chatbots reasonable given the number of customers using this channel and using this language?
Is there an increase or decrease in the number of customers from this channel and/or speaking this language?
Will you have a long-term strategy to support this channel?
It’s beneficial to assess each of these channels in the same way that you assess potential areas for automation. Using metrics such as