Chatbot Preparation: Service Analysis
If you set-up a purpose of your chatbot through business analysis,
it is essential to analyze the services which your business are offering to the customers.
This is the important step right before kick-off of chatbot project.
Even though there might be people already being done with service analysis when they execute a business analysis, actually, the business analysis is the high dimensional area, such as a goal of the project, company’s philosophy, and company’s slogan.
This article will specifically deal with ‘Service Analysis’ as detailed and independent area from original business analysis.
Chatbot is just one of tools to offer services.
Realistically, Chatbot should be strategically utilized because it is not perfect technology.
First of all, you need to list activities to communicate with the customers.
(For example, purchase receipt, delivery, payment, check address, customer evaluation, and so on.)
And then, if you tag a title on each activity, its title will be the name of service.
Its standard for tagging might be different by each industry or type of business.
As the next,
if you made the lists to communicate with the customers (=Service Lists)
you have to add some indexes for its detailed analysis.
Among additional indexes, the most important index is channel information, which means analyzing if services or activities are executed on the online or offline.
you should organize the process of each service or activity.
The process has to include all actions in the view of company and customer.
And then, by each service,
you should additionally analyze it is important and has simple process.
Especially, service frequency might be the most critical point for chatbot’s project.
This is because service frequency can be the standard to decide a scope of chatbot service.
- More important,
- Higher frequency,
- More simple process,
If one of services has the above three factors, chatbot’s value will be able to be maximized.
As a result,
making or developing something is strongly associated with the cost on your business.
The above three factors (important, frequency, and process) might be the factors for its cost or value.
if finishing making the service lists including core indexes for service analysis, you can judge what services should be included in your chatbot.
If you are not sure about that, add more something for the right decision or analysis.
Well-analyzed service lists will be the important factor for chatbot’s architecture before its development.
As a last part,
someone can ask a question like ‘can we make wholly new service via chatbot?’
However, practically, it will be so difficult if you cannot expand communication points for tour customers.
Expanding them is actually immoderate because it is desirable to plan chatbot based on the existing communication points or activities.
(Of course, making wholly new or innovative service can be considered if there is a big investment)
If you want, transforming offline service to online service will be realistic.
If possible, it will be better that you can execute business analysis and service analysis at the same time.
They are also strongly related to ‘Customer Analysis’ of the next article.
There are a lot of things for readiness of chatbot.
Even though development process can be executed as ‘Agile’, its advance preparation should be well equipped in the view of business.
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