Standardization of ESM Chatbot Development
Auvinen, Hector (2020)
Auvinen, Hector
2020
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202005108160
https://urn.fi/URN:NBN:fi:amk-202005108160
Tiivistelmä
The purpose of this study was to help the case company to improve its delivering capability and readiness in chatbot projects. The main aim was to build a proposal that would standardize the development activities in chatbot projects for HR, Finance and IT enterprise functions.
This study is based on data collected from interviews, internal documentation and theory. The interviews divide in two categories by their purpose: a round with chatbot substance experts followed by a round with HR, Finance and IT enterprise function experts. Experts from each enterprise function were interviewed to discover the most common use cases and their content. The literature review focused on the technical aspects of developing a pre-configured chatbot application.
The thesis proposal consisted of three deliverables and was based on the expert interview data and the literature review. The proposal consisted of descriptions of the most common use cases in HR, Finance and IT enterprise services, conversation path illustrations associated with the use cases and a pre-configured chatbot application.
The proposal deliverables introduced standardization in two facets of chatbot development. The use case descriptions and conversation path illustrations were centralized, providing content to be used as-is and as templates for different use cases. The pre-configured chatbot application will be used in the development activities, reducing the time spent in development. The pre-configured chatbots will also be used in customer meetings to demonstrate the case company’s capabilities as a chatbot solution provider.
This study is based on data collected from interviews, internal documentation and theory. The interviews divide in two categories by their purpose: a round with chatbot substance experts followed by a round with HR, Finance and IT enterprise function experts. Experts from each enterprise function were interviewed to discover the most common use cases and their content. The literature review focused on the technical aspects of developing a pre-configured chatbot application.
The thesis proposal consisted of three deliverables and was based on the expert interview data and the literature review. The proposal consisted of descriptions of the most common use cases in HR, Finance and IT enterprise services, conversation path illustrations associated with the use cases and a pre-configured chatbot application.
The proposal deliverables introduced standardization in two facets of chatbot development. The use case descriptions and conversation path illustrations were centralized, providing content to be used as-is and as templates for different use cases. The pre-configured chatbot application will be used in the development activities, reducing the time spent in development. The pre-configured chatbots will also be used in customer meetings to demonstrate the case company’s capabilities as a chatbot solution provider.