What was your approach to the issue?

Talisker’s positioning lies at the intersection between the IT teams responsible for the technical implementation and maintenance of the solution, and the business teams who hold the domain knowledge. The mission’s objective is to maintain and expand the scope of the solution across the two embedded tools. The mission is organized around three main areas:

Area 1: Solution maintenance

• Conversational analysis: Identifying and resolving issues, evolving the language recognition model (intent model).

• Operational monitoring: Writing an operational guide for conversational analysis, maintaining historical reporting, and implementing action plans.

Area 2: Expanding the functional scope of the solution

• Formalizing business requirements: Leading workshops to identify new areas to integrate, drafting and refining specifications, evolving the intent model, and identifying opportunities to improve the user experience.

• Identifying user needs: Integrating new areas based on user needs analysis into the conversations.

Area 3: Driving the approach

• Project management: Coordinating between teams, prioritizing tasks based on strategic direction and business requests, creating tracking tools to clarify responsibilities and ensure systematic follow-up, managing urgent tasks.

• Documentation: Formalizing and maintaining existing functional documentation for the solution, proposing improvements to enhance the current implementation and strengthen the customer-centric focus.

what was the key to your success?

The significant and growing volume of users on the first tool, combined with strong technical results, served as key drivers for the solution’s expansion to other tools. This helped to democratize and broaden the understanding of the value that conversational AI brings to user experience and customer relations within internal business services.

Strengthening the relationship with internal business teams was beneficial both for promoting the solution more widely to clients, as business teams act as key intermediaries, and for the development of the solution itself. The relationship developed with business stakeholders across different areas has provided a continuous flow of new use cases and served as an advantage in voicing customer needs, thereby improving the user experience of the solution.

More broadly, all the privileged interactions between the various project stakeholders strengthened the robustness and effectiveness of the AIs with each evolution of their scope. From a technical perspective, Amelia’s product teams provided the necessary expertise for development and facilitated communication between business experts with client knowledge and technical stakeholders responsible for implementation. From an IT perspective, regular communication with the development teams helped build a robust solution and respond quickly to any needs or emergencies that arose in this type of project.

Finally, the business knowledge and involvement brought by the implementation team enabled the development of a clear vision and the making of informed decisions for expanding the solution’s various scopes, both from a technical and business standpoint.