Chatbot brief

Channel + goal + scenarios → structured brief

Parameters

Channel

Goal

Audience

Languages

Integrations

Brief

# Chatbot brief

## Goal
- Purpose: customer support
- Success metrics: deflection rate, CSAT, response time

## Channel & audience
- Channel: website widget
- Audience: …
- Languages: uk, en

## Scenarios
- Happy path: greeting → intent → answer/action → close
- Fallback: unrecognized → re-ask ×2 → operator

## Integrations
- —

## Requirements
- SLA: <3 s response
- Dialog logging, intent analytics
- Human handoff mode

A brief needs: goal in metrics (e.g. −40% operator tickets), channels, languages, scenarios (happy path + fallback), integrations (CRM, payments), knowledge base size, response SLA. Without this a contractor guesses.