Best Practice Report

Evaluate Your Chatbot Efforts

The Assessment Report In The Conversational Experience Design Series

November 14th, 2023
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
With contributors:
Ian Jacobs , Tiffany Do , Eleanor Theriault , Shayna Neuburg

Summary

Once you’ve recognized that chatbot success requires working on user experience (UX) and not just technology implementation, it’s time to evaluate how your organization’s chatbot efforts have gone so far (if they’re already in progress). This report explains the most important aspect of this assessment, which is to answer two questions, about stage and scope, so that you’ll know which of four possible scenarios your effort maps to (specification, inception, evolution, or dysfunction) and which approach to take in each scenario.

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