Data & AI | Public Sector
Chatbot Consulting with Systematic Requirements Gathering and Change Management: A Chamber of Commerce Improves Its User Experience
A chamber of commerce faced the challenge that its existing information architecture made it difficult to find relevant information and application procedures online. As a result, the phone hotline was the primary channel for user inquiries. Although the chamber had some initial experience with AI, it was unsystematic and lacked a clear requirements analysis for specific use cases. KBC supported the chamber of commerce with chatbot consulting, a structured requirements document, and accompanying change management measures to successfully prepare for the chatbot rollout.Â
Chatbot Consulting by the Numbers
The Customer
One of Germany's largest chambers of commerceÂ
The client is a chamber of commerce that serves as a central point of contact for businesses, providing a wide range of information and application services. Until now, users have primarily relied on the phone hotline because, although a great deal of information was available on the clientâs website, it was difficult for users to find, so they usually chose to contact the hotline directly instead. Against this backdrop, the Chamber of Commerce decided to introduce an AI-based chatbot to significantly improve the user experience and reduce the workload on the telephone hotline.
The Project
Chatbot Consulting, Requirements Gathering, and Change Management
To ensure the successful implementation of the AI chatbot, KBC first conducted detailed interviews with relevant stakeholders to systematically identify the actual requirements. Emphasis was placed on ensuring that both technical and content-related requirements were addressed, while also taking into account usersâ expectations and potential concerns. Based on this, functional and non-functional requirements were defined and documented in a structured requirements document that guides the entire implementation process and clearly defines the necessary steps. Since the acceptance of an AI chatbot among the Chamber of Commerceâs various user groups is a key success factor, KBC simultaneously developed accompanying change management measures designed to address reservations early on and actively support the rollout. Â
It was also important for KBC to make the projectâs success measurable: together with the Chamber of Commerce, they established key performance indicators that could be used to guide and continuously evaluate the implementation.
The result
A Better User Experience Through Chatbot Assistance
The structured requirements document establishes clear guidelines for the integration of the AI chatbot, thereby enabling a targeted implementation that significantly improves the user experience. The change management measures established in parallel promote acceptance of the chatbot among the Chamber of Commerceâs various user groups and facilitate the transition from the previous, telephone-heavy user guidance system to an AI-powered self-service offering.Â
Beyond the immediate implementation of the project, the established metrics-based management system laid the foundation for the continuous optimization of the AI chatbot after its go-live. The Chamber of Commerce now has a robust tool that allows it to view the AI chatbot rollout not as a one-time project, but as an ongoing improvement process, and to identify additional AI-supported use cases in the future on a solid methodological basis.
