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Der Start: Vom Bedarf zum Chatbot-Use-Case

In: Praxisleitfaden Chatbots

Author

Listed:
  • Beate Bruns

    (time4you GmbH)

  • Cäcilie Kowald

    (time4you GmbH)

Abstract

Zusammenfassung Die Entwicklung eines Chatbots oder Conversational Agent beginnt mit der Frage: Wer braucht was wofür? Die Bedarfsanalyse zeigt, wo der größte Nutzen zu erwarten ist und welche Ziele realistisch sind. Eine Stakeholder-Analyse sowie die Definition von Zielgruppen-Persona, Use Case und User Stories runden das Bild ab. Dabei kommen klassische und Chatbot-spezifische Methoden des Anforderungsmanagements zum Einsatz wie beispielsweise Benchmarking, Sinus-Profile, Customer Journey, Design Thinking, Requirements-Workshops, Magic Assistant, Aktivitätsdiagramm. Die Domäne, also der Bereich des Wissensraums, aus dem der Chatbot seine Gesprächsbeiträge („prompts“) bezieht, ist ein entscheidender Faktor für erfolgreiche Conversational User Interfaces. Im Conversation Design hat sich deshalb bewährt, die Chatbot-Domäne im Rahmen der Use-Case-Definition zu berücksichtigen. Falls Daten mit anderen Systemen wie ERP, CRM, Shop geteilt werden, gilt dasselbe für die dafür benötigten Schnittstellen, Integrationen und technischen Aspekte des Anwendungskontexts.

Suggested Citation

  • Beate Bruns & Cäcilie Kowald, 2023. "Der Start: Vom Bedarf zum Chatbot-Use-Case," Springer Books, in: Praxisleitfaden Chatbots, chapter 0, pages 29-53, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-39645-9_2
    DOI: 10.1007/978-3-658-39645-9_2
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