1.0 SCOPE OF WORK / KEY ACTIVITIES
Following the implementation of the beta project, the System Analysts team will design and develop the finalized multi-channel chat-bot and analytics to become more conversational and integrated with the service desk(s). Duties and deliverables may include but not be limited to the following:
Chat-Bot
Create multi-environment duplication;
Embed the security proxy;
Build and execute the required proxy layer for the warm handoff;
Execute content loading, testing, Ai training (in both official languages) and continued/ongoing testing;Create user profiles and map to existing answers;
Align documented and tested content update procedure;
Train on custom content management tool;
Develop strengthened and custom reporting;
Implement Riverflow (orchestration platform) for custom automation and the calling of previously built automations within a single workflow;Implement automated triggering (responds when asked by system without need for manual intervention);
Integrate existing user scripting solution;
Develop components for email connectivity and other missing automation areas;
Provide web access and desktop access to automation platform; and
Implement monitoring, and development space for scale.
Analytics
Develop analytics on the bot to inform training to ensure that the bot to becomes more conversational with clients outside of FAQ setup;
Analyze, enhance and finalize warm transfer per findings of the R&D and launch with the Mobile Channel;
Integrate bot with three (3) additional Service desks to ensure the warm transfer to the correct service desk based on where the client is in their service experienceThe ISED prerequisite is ComputerTalk ICE technology;
Integrate the bot with other program products as required (i.e. Innovation Canada website, CorpCan website etc.);
Enhance the bot based on prioritized user feedback collected through the launch of the chat-bot beta project;
Implement complex iterative conversations and data recording where required (recording data for filling out a patent etc.);
Investigate and pilot connectivity to back-end Solr search engine ETL data;
Scale to new knowledge bases;
Scale Riverflow to new processes;
Integrate existing internal chat-bot for seamless smart automation;
Train resources on building Riverflow components and new automations; andTransition existing
