The Problem

# Fragmented GenAI Chatbot Solutions Threatened ROI and Productivity

    A large tech company faced issues as IT, HR, and Finance teams developed separate GenAI chatbot solutions for enterprise support. This fragmented approach posed a risk of negatively impacting the organization's return on investment, accumulating technical debt, reducing team productivity, and affecting employee experience. They needed a cohesive strategy for the future of chatbots and assistants for enterprise and cross-functional support. Propeller led a six-week sprint to develop foundational materials and align team efforts around a cohesive chatbot vision aimed at delivering business value.

    Our Approach

    # Defining a Unified Enterprise Chatbot Strategy 

    To start, Propeller partnered with a strategy and technical services team to establish value-driving outputs. We took a comprehensive approach and engaged across the organization’s product, business, and architecture teams, conducting stakeholder interviews to identify pain points and gather best practices. We facilitated collaborative working sessions to align current and future priorities and create an optimal employee experience. We engaged an external research firm to validate our findings and best practices further. This enabled us to deliver:

    • Enterprise AI Chatbot Strategy
    • Ecosystem Maturity Assessment
    • Strategy Activation Roadmap
    • Use Case Prioritization Framework
    • Development and Implementation Guide
    • Chatbot Design Principles
    • UX Research Roadmap
    • AI Architecture Principles
    • Technology Assessment Criteria
    • Governance Model Recommendations

    # Services Provided:

    • Strategy Assessment
    • Maturity Assessments and Benchmarking
    • Strategic Vision Workshop
    • Technology Strategy Roadmaps
    • Competitive Benchmarking
    • AI

    Value Delivered

    # Alignment, Governance, and Clear Next Steps for Chatbot Implementation

    With Propeller’s support, the company solidified its enterprise AI chatbot strategy. The VPs and Directors across IT, HR, Finance, Product, and Architecture were aligned on best practices in business case identification, architecture, knowledge and data, and chatbot implementation and deployment. The strategy established an approach to mitigate sprawl, identify best-in-class tech and use case patterns, and establish clear guidelines and guardrails to foster experimentation. Additionally, the leadership has agreed on the next steps to implement the strategy and to improve governance and oversight to advance along the maturity curve.