3 Designing Effective Processes
This chapter covers:
- Organizing a set of user needs according to complexity and frequency and prioritizing them into a milestone plan.
- Identifying all steps required to fully automate a process flow, then identifying steps that can be removed or replaced in a minimum viable product.
- Assembling your dream team to implement a virtual assistant.
- Recognizing parts of a process flow that will be challenging in a web channel, or a voice channel. Devising a flow that solves for the challenges and optimizes for that channel.
- Assembling a rich dialog response for a web channel and converting this to a suitable voice response.
A virtual assistant is more than just a classifier and some orchestration logic, in the same way that a graphical user interface is more than just lines and styling. A virtual assistant is a complete user experience channel. It requires a careful and thoughtful design to satisfy end users. The quality of your design sets an upper limit on how successful your virtual assistant can be.