Overview and Introduction

1. What is the primary goal of this project?

2. What are the key outcomes you expect from implementing the new system?

3. Who are the stakeholders involved in the project, and what are their roles?

4. What are the main services or products that this project will support?

5. What is the target audience for the solution?

6. What are the expected benefits of this project for the organization?

7. What challenges do you anticipate in implementing this solution?

Current As-Is Process

1. How do you currently handle customer support inquiries?

2. What tools or systems are in place today for managing customer interactions?

3. What is the current workflow for answering customer queries, from inquiry to
resolution?

4. How do users currently interact with the business (website, phone, email, etc.)?

5. What are the biggest pain points or inefficiencies with the current process?

6. How are escalations to human agents handled at the moment?

7. What reporting and analytics are currently available to track customer

8. Are there any data or integration challenges with the current systems?

Proposed To-Be Process

1. How do you envision the new chatbot improving the customer support process?

2. What new features do you want the chatbot to include?

3. What are the expected benefits of this new process over the current one?

4. What should be the user experience when interacting with the chatbot?

5. How will the chatbot interact with existing systems (CRM, database, etc.)?
 6. Should the chatbot be able to handle complex scenarios or just basic queries?

7. How should escalations to human agents be triggered?

8. Should the chatbot be available on multiple platforms (e.g., website, WhatsApp,

9. What role will human agents play once the chatbot is in place?

10. What analytics or reporting features are required for the new system?

Functional Requirements

1. What specific tasks should the chatbot perform?

2. What types of customer queries should the chatbot be able to answer?

3. Should the chatbot be able to book appointments or consultations for users?

4. What integration points are needed with your existing CRM or database?

5. Should the chatbot provide real-time responses to users at all times?

6. Will the chatbot need to gather personal data from users (e.g., name, email,
etc.)?

7. How should the chatbot personalize responses based on user interaction history?

8. Should the chatbot be able to provide resource links or downloadable content

9. How should user feedback be captured and stored for continuous improvement?

10. How will user inquiries be tracked in case they need to be followed up?

Non-Functional Requirements

1. What response time should the chatbot have for each inquiry?

2. How should the chatbot scale if there is a sudden increase in traffic or inquiries?

3. What are the security requirements for storing and processing user data?

4. Should the chatbot be available 24/7, or are there defined operational hours?

5. What is the expected uptime for the chatbot service?

6. How should the chatbot handle high volumes of simultaneous conversations?

8. What load testing or performance testing needs to be conducted?

9. Should the chatbot be able to function across multiple devices (mobile, desktop)?

10. What disaster recovery or failover procedures should be in place?

Branding

1. How should the chatbot align with the company’s branding (tone, language,
design)?

2. Should the chatbot have a branded name, or is it okay for it to be generic?

3. What specific colors, logos, or visual elements should be used in the chatbot
interface?

4. Should the chatbot introduce itself with a message that reflects the brand voice?

5. How should the chatbot handle situations where it cannot answer a user’s
question?

6. Are there any specific phrases or taglines that should be incorporated into the
chatbot’s responses?

7. Should the chatbot be branded differently for specific platforms (e.g., website vs.
WhatsApp)?

AOB (Any Other Business) and Areas Needing Clarity

1. Are there any external systems or tools the chatbot must integrate with that have
not been mentioned?

2. Who will be responsible for maintaining and updating the chatbot once it is live?

3. How will success be measured for the chatbot after it is implemented?

4. Are there any legal or compliance issues that need to be considered in the
development of the chatbot?

5. Should the chatbot be capable of offering different user journeys based on user
types or preferences?

6. Will there be a testing phase, and who will be involved in user acceptance
testing?
 7. How will you manage continuous improvement for the chatbot’s responses and
features?

8. Are there any anticipated budget or resource limitations that might impact project
scope?

9. Is there any additional functionality that may be required in the future?

10. Who will handle customer complaints or issues if the chatbot fails to meet
expectations?