About usage levels Contacts per day handled by contact-centre or web-site:
50
100
500
1000
5,000
10,000
50,000
100,000
500,000
1,000,000
5,000,000
For example calls per day or visits per day Share of contacts to be handled by chatbot:
5%
10%
15%
20%
30%
40%
50%
Or percent of web visitors using bot (NB If choosing a high percentage % make sure you reflect in numbers of FAQs and interface complexity) About your human staff Number of staff:
0
1
2
5
7
10
15
20
25
50
75
100
150
200
250
300
400
500
1000
Choose 0 if web only and/or no contact centre! Salary Cost per person:
£12,000
£15,000
£20,000
£25,000
£30,000
£35,000
Even with 0 people we need this to assess any shared development or support costs Overhead Rate:
50%
75%
100%
125%
150%
200%
Covers costs of office, recruitment, training, IT, pension, NI etc About the chatbot Scope of knowledge:
100 FAQ
200 FAQ
300 FAQ
400 FAQ
500 FAQ
750 FAQ
1000 FAQ
2000 FAQ
5000 FAQ
Base on a typical full FAQ list on a web site. We expand each FAQ into a set of cases which reflect the different ways of asking the question. Complexity of interfaces to live data/systems:
No live data
Simple (eg RSS)
Medium (eg web service)
Complex (eq SQL)
Use these to answer questions with live data, and to avoid having to program the chatbot separately with answers available elsewhere. Test/Improvement Iterations:
4
6
8
10
Each iteration typically 1 week with 6-12 testers for 2-3 hrs Share of authoring by client:
None - all with Daden
25%
50%
75%
100%
Training for your team is included in base price Share of testing/improvement by client:
None - all with Daden
25%
50%
75%
100%
As above Improvement days per month:
None
0.5
1
2
4
It's vital that you or Daden check logs each week/month to improve and extend the chatbot. Choose an average, but expect to start higher for first few months, but lower after 9-12 months)
