Driving greater return on investment through conversational AI

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* 1. Do you currently have a chatbot/conversational AI function in place for customer service or other uses? If not are you in the process of considering this service?

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* 2. If you answered yes, how long have you had a chatbot/conversational AI function in place?

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* 3. Which department is responsible for managing your chatbot/conversational AI function?

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* 4. Is your chatbot/conversational AI function discussed as part of your company’s wider brand, marketing and communications strategy?

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* 5. Do you believe you are seeing the appropriate return on your investment from your chatbot?

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* 6. Are the outputs and results from your chatbot factored into any of the following? Tick all that apply.

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* 7. How often are the questions / conversations within your Conversational AI/chatbot updated?

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* 8. Has your chatbot approach been part of any recent brand repositioning exercises in the last two years?

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* 9. To what extent have you found it challenging to deploy your brand’s voice and personality in your chatbot/conversational AI? Tick all that apply.

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* 10. Do you think your chatbot could work harder in terms of engaging with customers? Tick all that apply.

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* 11. Where do you believe your chatbot function could add more value? Tick all that apply.

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* 12. Do you believe your chatbot/conversational AI function would benefit from having its tone of voice/personality updated more in line with the company’s overall brand personality? 

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* 13. What barriers do you face internally when trying to set the personality/tone of voice of your chatbot function? Tick all that apply.

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