Chatbots for enterprises: roadmap to launching a bot in a complex environment

Have you ever thought about launching a chatbot? If you have, you’ll probably relate to this story!

Meet Eve, a customer experience manager at a large enterprise.

After researching the market and analyzing user expectations, Eve is convinced that a conversational AI chatbot will improve the customer experience and work wonders for the company. So, she decides to give it a go!

Yes, launching chatbots for enterprises is challenging, ...

Eve starts by talking to Steve, one of the key stakeholders. However, Steve is skeptical. He remembers a failed bot project in the past; and questions how long the project will last.

Eve then gets her team together. But they also have doubts. Everybody is already very busy, and nobody on the team knows how to build an AI bot.

Next, Eve talks to the IT team. They tell her that they’re worried about data breaches.

Lastly, Eve talks to the legal team, who points out that if the chatbot processes personal data, they’ll need a new sub-processor.

Sound familiar? Launching a chatbot in a complex environment can be challenging, and enterprises have different needs to consider when setting up a bot.

… but it’s worth it!

Fortunately, Eve doesn’t give up. After all, she knows that conversational AI chatbots can:

• Help customers 24/7 in over 125 languages
• Handle 80% of incoming queries correctly
• Talk to customers on virtually any channel, from your website to WhatsApp to SMS
• Save 40+ hours per month
• Reduce customer service costs by 70%
• Double conversions

So, Eve sets up a clear project plan and scope for Steve that shows how the company will benefit from the bot.

She explains to her team that new technology is an opportunity to learn and grow and that the conversational AI bot will reduce their workload.

She explains to the IT team how the chatbot platform has all the necessary security certificates and allows for penetration testing. And finally, Eve shows the legal team how built-in safety standards help protect personal data.

Joachim Jonkers, Chief Product Officer at Chatlayer by Sinch understands the challenges of implementing a conversational AI chatbot in an enterprise.

That’s why Jonkers and his team of chatbot experts have worked hard to optimize their AI platform for enterprises. And after 10 years of working with large companies, Jonkers is confident that – following a clear roadmap – even complex chatbot projects can be successful.

Launching conversational AI chatbots for enterprises – in 4 steps

As Eve’s struggles show, planning your chatbot project carefully and including all relevant departments is crucial.

Check out this roadmap for kicking off your chatbot project and launching your first bot in a few months!

1. Define your scope, and set clear goals

Chatbots are real all-rounders that add value to every step of the customer journey. They can help you run more personalized marketing campaigns, guide customers through product questions, incentivize sales, help track orders, support customer care teams, and re-engage customers.

Where you first put a chatbot to work will depend on your company and internal goals. So define your scope and set clear goals for what you want to achieve.

Consider these questions:

• Who will use the chatbot?
• What will the bot solve?
• What will success look like?

2. Choose the right platform and partner

Conversational AI chatbots can work on any platform, from an in-app chatbot to a live chat on your website to a bot on a messaging app. You can use them as part of an omnichannel strategy, but when you’re starting out, it’s easier to focus on one key channel, then add more later.

Decide what channels are the best for your business and where you and your customers will get the most out of the automation.

When choosing a partner, make sure to check the platform security features, but also think about the complexity of your bot. Is a simple FAQ chatbot enough? Will your team need training?

Joachim Jonkers recommends thinking long-term.

3. Assemble the team

Getting the right people together at the right stage of a chatbot project is critical. To benefit quickly, Jonkers suggests that enterprises launch their bot one or two months after kicking off the project.

Start with one use case and a small core team with one full-stack conversational designer.

4. Grow the bot

Once you’re up and running with your first use case, you can grow the bot’s functionality and boost its value by adding more use cases and integrations. At this stage, you can think about adding more expertise to your team, working with deeper integrations, and including multiple channels.

Getting started with chatbots in enterprises

Launching a chatbot in an enterprise can be challenging. It involves several departments, thorough planning, and a partner with expertise in new technology in complex environments.

With a clear outline and a skilled chatbot team at your side, it’s possible to successfully launch your first chatbot in a few months!

Get in touch to find out more!