Templatizing chatbots is a thing now with built-in industry best practices and knowledge to support key process decision points. The chatbot adoption rate skyrocketed in the wake of COVID-19, with CAGR expected to reach 22.5% by 2027. Earlier this year, Salesforce announced plans to add templates to its Einstein Bots Platform to offer an assortment of pre-built but customizable chatbots for customer service. ISV’s are poised to follow suit.
So, we set out to design a bi-directional, conversational chatbot experience for the life science computer software assurance process.
Why Chatbots for Computer Software Assurance?
As a first step, we established a persona, a mission, and some objectives/goals for the chatbot.
Mission: To ensures that validation obligations are fully monitored and met at all times, eliminating the need for unnecessarily conservative validation policies that restrict time to value.
Chatbot Persona: ROQi (pronounced Rocky) is a new validation center of excellence team member. She recently moved to the US from Australia, where she was a lead validation engineer from a large life science organization.
Next, we created a high-level, simple journey map. Mapping out the chatbot journey is an effective way to understand the user flow through the validation lifecycle. However, given that ROQi can have more than one intent along the validation lifecycle, you can see how a simple map to explore all options is not the most effective approach. Ultimately we landed on multiple journey maps and multiple customer personas. Below is ROQi’s very high-level digital journey map.
We discovered that at each part of the journey, ROQi optimizes processes and decisions to make sure that computer software assurance is delivered consistently and efficiently. And so, we decided to templatize our chatbots in such a way that they can be configured and used within any life science organization.
With a mission to accelerate the adoption of CSA within Life Sciences organizations, ROQMetrics is committed to delivering industry best practices for GxP Computer Software Assurance including a full validation lifecycle management platform and pre-defined chatbots on the Salesforce Einstein Bots Platform. Our goals, for all of our technology products, are to deliver faster time to value, reduce costs, minimize risk, and provide useful insights to our customers.
Watch ROQi in action in the video below.
Contact us at 877-221-0767 or firstname.lastname@example.org for more information about ROQi’s full CSA journey.