Defining the goals
This stage is a building block of every conversational solution. We have discussed throughout the book that a bot doesn't have its own essence and that it must serve a specific need, or multiple ones. Only after we define the goals can we dive into building functionality, design, experience, and more.
The task of defining the goal of the bot will usually be the responsibility of the business and marketing team. When defining the goals, we should ask and provide answers to the following:
What is the bot's overall goal?
Why is this the goal?
What are the current solutions we use? What do they lack?
What would the bot do better?
Figure 3: Defining the goals: what and why
Going back to our example, we can answer these questions as follows:
The goal of the bot is to provide conversational self-service channels for general and account-related actions, as well as offering sales-related support
To be able to provide our clients with good service at scale and to reduce the organization...
