Sample Project Plan for the Expansion of Chatbots

GOAL: Analyze Chatbot data to determine best expansion paths forward, develop changes and implement to user b

Project Summary
This project aims to utilize existing Chatbot data over the last 4 months of customer usage to determine the best pa
The expansion of the Chatbot usage falls into two categories: Menu Expansion and Text Input. Based off given and resea
The project will be split into two distinct phases, a data analystics phase and a development phase. The development ph
Project Status meetings will be held every Tuesday at 2:00 PM CST for 30 minutes. Key resources and stakeholders are r
The first project meeting will require all stakeholders and will be a review of the project plan to determine missing requirements or
Additional meetings will be scheduled as necessary or requested by stakeholders/resources to complete the project.

Known Chatbot Information

Initial impelmentation June 26, 2020
Einstein bots are a Salesforce application.
All bot engagement with a customer is captured within CRM system (also Salesforce). Includes transcripts, data, and rep
Assumed timeframe of ~4 months for new bot development.
Assumed timeframe of <2 months for current bot updates.
Designed for: Simple tasks, 24/7 support, firest response, scoped domain
Not designed for: replacement of agents, long conversations, replacement of other support resources
Design principals for bot creation: Transparency, establish early value, set expectations, agent support
Two different customer interactions: Menus, text input.
Only 'Menus' currently implemented.
Text input uses Natural Language Processing (NLP) to determine INTENT (what does the customer want?) and then RES

Phase 1 - Data Analytics

GOAL: Determine the best paths forward for Chatbox expansion based on previous Chatbox customer interactions.
Based off known chatbot information, the expansion of the current Menu options would take <2 months of developm
The implementation of a chatbot to use Text Input Natural Language Processing (NPL) would take ~4 months of de
Data for all customer interactions with Chatbot should be supplied and analyzed for the following types of informatio
Which Menu options are the most and least successful? Based off customer score at the end of the
Which Menu options are the most and least clicked by end users?
What broad categories and classifications of live support questions exist?
How many users attempt Text Input and do not continue to use Menu options when presented with
This data will inform the specific changes necessary with a list of priorities. Ex. Live support is broadly used to answ
After data analysis, the specific Menu options that need to be created or altered can be deteremined.
The specific Text Input 'intents and responses' can also be evaluated and determined by the management/stakehol
Outstanding Questions/Assumptions on Phase 1
Are there additional 'categories' outside Menu expansion and Text input that are not being properly considered for expa
Data Analytics is able to pull this specific Chatbot data from Salesforce to determine the types of issues the current Chat

Phase 2 - Development and Implementation

GOAL: Properly develop, test, deploy, document, and communicate Chatbot changes.
Known timeframes of development will be an initial 2 months for the first development project (menu expansion) an
The outcome of Phase 1 should provide the product management team with the necessary detail for specification to sup
Each development cycle will coincide with documentation updates to train internal employees and market to external c
Thus there will be an intial Phase 2 of 2 months for the menu expansions, and then an additional development cycl
Outstanding Questions/Assumptions on Phase 2
QA time is built into the assumed development time.
The assumed timeframes of development are and will continue to be correct.
Both development phases cannot be developed concurrently.
ges and implement to user b

ge to determine the best paths forward for increased engagement.

ut. Based off given and researched information, the Menu Expansion has already been implemented while Text Input is not yet curre
t phase. The development phase will be further split into two distinct development cycles for menu expansion and text input implem
ources and stakeholders are required to attend. Meeting will focus on what has been accomplished in the past week, what is being co
ermine missing requirements or changes necessary.
plete the project.

des transcripts, data, and reporting related to bot interactions.

ustomer want?) and then RESPONSE (Bot attempts to give customer what they want)

atbox customer interactions.

take <2 months of development time.
would take ~4 months of development time.
following types of information:
omer score at the end of the interaction, and whether escalation to a live representative was necessary or not.

st?
options when presented with no response?
port is broadly used to answer X question 90% of the time. This can be turned into a Menu option to replace needing a l
deteremined.
y the management/stakeholder teams.

properly considered for expanding Chatbot usage?

pes of issues the current Chatbot implementation is facing.
project (menu expansion) and another 4 for text input.
detail for specification to supply the development team.
ees and market to external customers/potential customers.
additional development cycle of 4 months for the text inputs.
 implemented while Text Input is not yet current functionality.
cles for menu expansion and text input implementation.
ccomplished in the past week, what is being completed next, and discussion of any escalated issues. An email summary will be sent a

ative was necessary or not.

a Menu option to replace needing a l

ues. An email summary will be sent at completion.
# Action Item Resource
1 Data Analysis
2 Pull data and build initial report of chatbot interactions. Data Analysts
3 Present report to management/stakeholders with findings. Data Analysts
4 Management/Stakeholders determine which options to pursue Stakeholders
5 Data analysts create Chatbox Menu/Responses based off selection. Data Analysts
6 Development
7 Data Analysts assist Product team on creation of product specs. Product
8 Product completes specification for Dev 1 cycle Product
9 Development for Dev 1 cycle Development
10 QA tests Dev 1 cycle Development
11 Dev 1 cycle released to production DevOps
12 Dev 1 changes added to internal documentation Customer Support
13 Support staff trained on Dev 1 changes Customer Support
14 Dev 1 changes added to external documentation Marketing
15 Product completes specification for Dev 2 cycle Product
16 Development for Dev 2 cycle Development
17 QA tests Dev 2 cycle Development
18 Dev 2 cycle released to production DevOps
19 Dev 2 changes added to internal documentation Customer Support
20 Support staff trained on Dev 2 changes Customer Support
21 Dev 2 changes added to external documentation Marketing
22 Postmortem PM
 Phase 1 Phase 2 Dev 1
# Dependent Due Date October November December January

10/28
2 11/4
3 11/11
4 11/18

5 11/29
7 12/6
8 1/24
9 1/27
10 1/30
1/30
1/30
10 1/30
5 2/3
15 5/22
16 5/27
17 5/29
5/29
5/29
17 5/29
21 6/1
Phase 2 Dev 2
February March April May
Notes

Who makes key decision on changes?

Critical

Menu expansion

Is this step necessary?

Nice to Have
Text input

Is this step necessary?

Nice to Have