What evidence can you share that demonstrates the impact of the engagement?
We don’t have a lot of data at present since this is one component of our overall platform which has just gone live. One thing I can speak to is that in our testing stage, we were able to take a 30-minute phone call between an insurance agent and a customer to a digital chatbot process that took less than five minutes for them to complete. So, we achieved significant time savings for both the insurance agent and the customer.
How did Chatbots.Studio perform from a project management standpoint?
They’ve done fairly well from a project management perspective. We generally use Skype and Google Hangouts as our primary tools for communicating with them, as well as Jira for task management.
Initially, they provided a senior project manager and that worked quite well. We then transitioned to a more junior project manager, and our communication wasn’t as smooth with them, so we now liaise directly with the developers when we need work to be done. We find that’s the best way to get work done as efficiently as possible.
What did you find most impressive about them?
As an organization, Chatbots.Studio is very supportive. They’re very fair and honest about the process, and you can really trust them to do their best to make the project as successful as possible.
Are there any areas they could improve?
Although it’s been a pleasure working with the developers, they could invest more there—many of the developers were not quite as senior as I would like. I have some concerns about the technical quality of the final product not being as high or as strong as it really should be.
In terms of communication, I found that the back and forth is fine when we initiated, but that their team is quite slow to initiate contact with us. They’ll often try to work things out on their own and then come back to us, but I’ve found that it takes longer than if they had spoken to us from the start. That’s caused the process to be quite expensive for what we’ve developed.