Bot success starts with building the right team and creating a realistic plan for your company.
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Creating your own bot can seem daunting at first, but all it takes is a solid plan to get botting. Before activating your own bots, get to know bot features. Check out our resources in Salesforce Help and Trailhead to learn more about what you can achieve with a bot. The Einstein Bots Learning Map is a great place to start. Or you can dig into the Bot Builder to get hands-on right away.
The next step is deciding what exactly you want your bot to do for your company and how it can achieve these goals. Support reps can be a great source of inspiration. You can consult support reps to ensure you’re designing your bot around common service rep and customer use cases. They’re on the front lines, so they know your most common issues, and most important, how the company interacts with users.
Finally, identify a team to bring your bot to life. Collaborating with others in your company helps you make your bots smarter. Partner with executive stakeholders to determine bot requirements and plan for bot growth, subject-matter experts to guide and develop the bot’s interactions with customers, and Salesforce admins or developers to build the bot in the Bot Builder. And don’t forget to plan beyond your bot’s initial launch. Be realistic about who in your company can troubleshoot, monitor, improve, and support your bot over time.
Now you’re ready to build a bot! Start with the basics and keep your first bot simple, like a menu-based bot, and add more complex bot features over time. Consider using a prebuilt bot template, which lets you launch a fully featured bot—intent data included—with just a few small customizations. After you’re more comfortable with the Bot Builder, gradually extend your bot with more use cases and intelligent features, such as natural language processing (NLP) elements. Good luck!