O3’s Principal Strategist, Josh Soldiers, began a 3-part series in UX Booth that outlines an end-to-end framework for building excellent chatbots or virtual assistants for customer service needs.
In part one, he lays down the basics: what is a conversational experience, understanding the customer journey and then deciding where (and what type of) a conversational experience would benefit customer relations. Josh has spent the last couple of years in a deep dive on conversational experiences and his wealth of knowledge is expansive.
