Alphabet is a BMW Group Company leasing company cars, bicycles and vans. It offers mobility solutions and products for fleet management and fleet financing worldwide. They have a fleet of over 680.000 vehicles.
Drivers have a lot of questions, also outside working hours. To handle these questions Alphabet decided to set up a driver interaction center and develop a chatbot: Alphie.
Microsoft was responsible for the design, development, and implementation of the conversational bot infrastructure on Azure. Vectr.Consulting and Arinti worked together to support the team of Alphabet with a Data Translator.
Our goal? Craft the conversation in an intuitive and natural way for the user.
Developing the bot in 12 weeks is an intense job and demands a lot of engagement of the Alphabet team. That’s where the Data Translator comes in, serving as an innovation partner through the development of the bot.
Conversation is key and it shouldn’t be an afterthought. Instead, before developing Alphie, we created a roadmap of the possible conversations users could have with the chatbot. — Data translator.
Before Microsoft set up the architecture and started developing the bot, our data translator teamed up with Alphabet to:
Set the bot framework and create the bot scope
Distill Alphabets’ brand voice into the system persona (= the chatbot)
Make conversational designs
The first step in creating this roadmap is setting up the framework during the ‘bot insight workshop’. During the workshop, we ask ourselves the following questions:
We learn that the Alphabet chatbot will become a platform where different departments meet.
The customer journey of the end-user
We interviewed employees of almost every business unit to learn more about the people of Alphabet, their daily struggles and most common workflows. We dived into real life customer communications, which enabled us to define both general and critical user journeys and capture the goals of users in given situations. Based on this understanding we identified the as-is and to-be customer journeys.