For an internet service provider, we supported the formulation of a system concept for introducing an AI chatbot, in order to make customer support operations more efficient.

From As-Is analysis to vendor tool selection

Based on interviews about existing operations and systems, we managed a project that carried out As-Is analysis, derivation of the To-Be state, Fit & Gap analysis, system requirements definition, research on AI chatbot tools, competitor research, and vendor tool selection.

Scope of support

  • Interviews on existing operations and systems
  • Documentation of As-Is business flows
  • Development of To-Be business flows
  • Fit & Gap analysis
  • System requirements definition
  • Research on and classification of AI chatbot tools
  • Research on the service levels of competitors’ customer support
  • Vendor tool selection
  • Project management of the above