Summary
Once you’ve recognized that chatbot success requires working on user experience (UX) and not just technology implementation, it’s time to assess how your organization’s chatbot efforts have gone so far (if they’re already in progress) so you can steer them appropriately. 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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