Using a phased approach to implementation, the first objective is to deliver value quickly, start collecting user questions early – and use these questions as the key driver for future development phases.
Key development phases:
- Phase 1; Quick start:
- use the Virtual Assistant as an intelligent FAQ system;
- providing a natural language interface that allows people to ask questions using natural language, with links to appropriate web pages.
- Phase 2; Rapid update cycle:
- use the Virtual Assistant reporting system to identify questions that cannot currently be answered
- and use the V-Portal tools to enhance the natural language recognition capabilities and FAQs .
- Phase 3; Advanced conversation and Integration:
This is a key phase where the VA takes on the more sophisticated customer service and sales “conversations”, delivering a step change in Return On Investment (ROI).
- develop conversational trees for specific tasks,
- integrate the Virtual Assistant into the enterprise.
- Phase 4: (Maintenance):
The V-Portal enterprise tools, together with the V-portal creation methodology, deal with issues such as regression testing, version control, change control, usability, internal compliance sign – off, quality assurance, staging/testing areas, disaster recovery, security etc.