3 Planning for improvement

 

This chapter covers

  • Building a cross-functional team that achieves conversational AI success
  • Defining success through business goals, key metrics, and user pain points
  • Analyzing effectiveness using outcomes and metrics to guide improvements
  • Implementing structured processes for identifying, reporting, triaging, and prioritizing problems

Every conversational AI solution should be built with success in mind, and success is defined differently depending on the type of chatbot involved. For instance, question-answering bots must deliver prompt, accurate responses while minimizing follow-up interactions. Process-oriented or transactional bots must guide users efficiently toward specific goals. Routing agents must seamlessly direct users to appropriate destinations.

However, misunderstanding user intent, excessive complexity, and immediate opt-outs can hinder progress and cause user pain. Addressing these challenges improves a chatbot’s performance and helps it achieve success. Organizations that continuously improve their chatbots are most likely to deliver optimal outcomes.

Combining diverse expertise within cross-functional teams is crucial for continuous improvement. The team members can drive change through their unique perspectives, skills, and insights. However, the team needs to agree on how to improve their solution.

3.1 Knowing when you need to improve

3.2 Your cross-functional team

3.3 Driving to the same goal

3.3.1 Revisit business goals

3.3.2 Effectiveness

3.3.3 Coverage

3.4 Identifying and resolving problems

3.4.1 Finding problems

3.4.2 Group review

3.4.3 Determining acceptance criteria

3.5 Developing and delivering fixes

3.5.1 Sprint planning

3.5.2 Measure again

Summary