Have an AI chatbot developed

Formulate the enquiry as a limited task

Describe users, typical questions, existing information and the desired next step. A sentence such as “We would like an AI chatbot” leaves too much open. More helpful, for example, is: “Our service team should find approved information from a particular collection of documents and pass unclear cases to those responsible for the subject.” The example describes a scope, not a function promised by a provider.

Also name processes that the chatbot is not to carry out. This allows the partner to separate data access and actions from one another early on and to present the effort transparently.

Separate existing building blocks from new development

Ask which functions are already available, which are configured and which are yet to be created. This applies especially to interfaces, permissions, source display and handover to employees. A manufacturer demo does not automatically prove that these functions can be fully set up in your environment.

For an offer consisting of standard software and project services, licences, setup, custom development and support should be named separately. Have it recorded who maintains the adapted parts after updates.

Agree the acceptance before the project

Commission the period after rollout as well

Clarify who operates the solution, who is responsible for content and what support your team receives. Also think about a change of service provider: which data, settings and documentation can be handed over, and which ongoing contracts remain in place?

A pilot can narrow down these questions before further departments or data sources are added. Its outcome should be a reasoned decision on the next stage of expansion.

AI pilot and decision criteria · Calculate rollout, operation and maintenance