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Implementation Approach

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:

  1. 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.
  2. 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 .
  3. 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.
  1. 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.

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