Setting the right budget for chatbot success
I think it’s safe to say that we all love to get a good deal – or at least feel like we are! – and save a little money whenever we can. I think we can also all agree that are certain times when going with the cheapest option or skimping on a line in the budget doesn’t pay off in the end. You get what you pay for, right?
A conversational AI solution is one of those projects that your organisation should be careful not to underfund. Without the proper level of financial support and ongoing funding, you will never achieve success with a conversational AI project. A chatbot or virtual agent that is treated like an unimportant side project not worthy of dedicated resources will perform like one. It will provide a poor experience and drive users away.
If you want to have a conversational AI tool that increases customer satisfaction, contributes to cost savings, generates new revenue, and improves efficiency and productivity, then your company needs to make a commitment to invest in those goals. That commitment starts with properly budgeting for the cost of the technology, the cost of developing and implementing your customised solution, and the cost of ongoing maintenance.
Budget for the technology
Earmarking a portion of your budget for the technology itself should be a no-brainer. Without a working conversational AI technology, you have no working chatbot! However, the amount you allocate for this really depends on how and where you plan to deploy your solution.
You should take into consideration your initial project plan as well as how you may want to expand and scale it in the future. Identify your integration points, calculate how many concurrent users you anticipate, estimate how large of a knowledgebase your content will require, and select the deployment channels that best serve your users. All these elements will impact which technology is a best fit for you and how much you will need to budget for that technology. An experienced conversational AI vendor or consultant will be able to provide guidance to help you scope out your technology requirements.
Budget for the development and implementation
While there are conversational AI solutions on the market that can be deployed straight out of the box with very little configuration, they will provide a very generic, basic engagement. To really create a positive experience and be successful, a chatbot needs to be customised for your organisation, use cases, users, and goals. This customisation should include integrations with other systems (such as your CRM platform, ticketing systems, or live chat) and conversational flows tailored for your users. You also want to ensure that the chatbot can respond to questions about your products, services, and procedures with specifics unique to your business.
Unless your organisation has a team with experience creating successful chatbots with the technology you select for your identified use cases and/or channels, attempting the building and implementation of your tool internally will be a mistake. Working with an expert vendor is more cost-efficient because they already know what they are doing so you aren’t paying them to figure it out. This also means you cut down on the development time and get better, quicker results.
Budget for ongoing maintenance
If a conversational AI provider tells you that you can configure and deploy a chatbot with their platform and then leave it alone to do its thing, cross them off your list immediately! Companies that invest in those solutions quickly learn that they have wasted money on empty promises. The truth is that the ongoing maintenance of conversational AI tools is what enables long-term success.
Newly implemented chatbots need more attention than well-established ones, so that needs to be reflected in your budget. During that initial period, engaging the expert vendor’s team is recommended for the same reasons you should work with them during the building and implementation step. However, after that you should have options for moving all or some of your chatbot maintenance in-house. If you choose to do that, factor into your budget costs for those internal staff members and any related trainings or licenses.
If the price tag of a quality conversational AI solution creates some hesitation within your organisation, consider the cost of deploying a chatbot that delivers a negative, frustrating experience for users. Putting time and money into a tool that your customers or employees won’t want to use – even if it is just the bare minimum investment – is a misuse of resources. Not only are you wasting your budget, but you are harming your digital experience and eroding confidence in your business.
Check out the Guide to Enterprise Conversational AI Pricing for more insights on budgeting as well as typical pricing models, average costs, and calculating your return on investment.
This post originally appeared on the Creative Virtual blog.
Mandy joined the Creative Virtual team in 2008 and currently manages the company's marketing activities. She is a member of the Forbes Communication Council and has won multiple marketing awards for her success in driving brand recognition, thought leadership, and lead generation activities, including writing Creative Virtual's successful...