Functional Analysis and Architecture of a Chatbot for AMIC – A First Step Toward Customer Service Automation

The AMIC team was seeking a way to alleviate the workload of their Customer Service Office, which handles a high volume of inquiries daily. Our task was to conduct a workshop to precisely define the project’s needs and prepare complete functional documentation and solution architecture for a chatbot that would handle part of the ongoing communication.

Project timeline

one-time project

Team

2 people

Total hours

1 working day

Used technology

conceptual documentation, functional requirements, system architecture

Challenges

  • Identifying the actual needs

Before we could define any specific chatbot features, we had to thoroughly understand the needs of the Customer Service Office – both from the clients’ and internal process perspectives.

  • Diverse team expectations

The workshop brought together representatives from various departments, including the Technical Director, the Head of Customer Service, and the entire Customer Service team. It was essential to align their perspectives and develop a shared vision for the solution.

Solution

Based on the ideas and expectations shared by AMIC, we prepared a tailored workshop plan – with clearly defined topics, structure, and expected outcomes.

The on-site workshop lasted a full working day. We conducted it in a way that actively engaged all participants, ensuring that everyone could contribute to shaping the future solution.

The outcome was comprehensive documentation that included a functional analysis of the chatbot, a proposed solution architecture, a defined scope for the first pilot deployment (Minimum Viable Product, or MVP), and suggestions for further development in future phases.

Results

1

Ready-to-use functional documentation and system architecture.

1

Clearly defined chatbot MVP scope, co-developed with the client.

1

Solid foundation for further customer service automation.

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