Our engagement model, team, and process.
Two engagement models
Full service
We bring the whole team — Project Manager, Conversational Designer, Conversational Engineer, Solution Architect, and Conversational QA Tester.
Hybrid
We provide the specialist talent — Conversational Designer and Conversational Engineer. You leverage your internal PM, QA, and IT resources. We train and mentor your people as we implement together, working as one team towards a successful delivery.
The roles needed on any given project vary with the size and complexity of the implementation.
The core project team
Project Manager
Coordinates effort with team management and accountability, ensuring stakeholder alignment and risk mitigation.
Conversational Designer (CD)
Responsible for the character and personality of the conversation, with engaging dialogue. Collaborates with the Conversational Engineer, UX developer, and others as needed.
Conversational Engineer (CE)
Translates the conversation flow into working code within the NLP engine. Collaborates with the Conversational Designer, UX developer, and QA Tester as needed.
Conversational QA Tester (QAT)
Validates that the end-to-end user flow meets client requirements and works seamlessly from the user’s perspective. Creates, implements, and documents test cases. Works closely with the CD, CE, and PM.
Additional roles, depending on scope
- Solution Architect
- Backend Developer & Integration Specialist
- Subject Matter Experts
- UX/UI Designers
- Front-end Developer & Creative Director
- Marketing and Sales leads
Our process
We follow an Agile methodology, so delivery is collaborative and iterative. Here is a sample outline of the phases — it varies with the scope and size of your project.
Phase 1 — Discovery, analysis & planning
- Discovery. We dive deep with your business and technical stakeholders to understand their vision for AI, their challenges, and their expectations, and we document all requirements.
- Analysis. We work collaboratively with your team to clarify, refine, and improve requirements. We work closely with your Creative Director and marketing team to capture your authentic voice and brand, and we validate the KPI metrics that define a successful outcome.
- Planning. We assess your team’s capabilities and determine whether training or additional workshops are needed. We then produce the design, budget, implementation approach, and project plan for approval.
- Review. We walk through the streamlined project plan, tasks, and milestones with you. On approval, we begin work on the prototype.
- Project kick-off. After finalising vision, business goals, design, budget, and implementation approach — and signing the contract — we hold a kick-off meeting and proceed with the implementation plan.
Phase 2 — Implementation & UAT
- Implementation. We follow a TDD Agile development process, building the proposed solution iteratively, adding layers of features until it resembles the proposed solution. You are involved for review and approval at each iteration.
- UAT. We run extensive user acceptance testing to make sure the solution meets your KPI requirements before launch.
Phase 3 — Integration & deployment
- Integration. We work with and support your IT team as they integrate the AI solution into the QA environment for further testing, then into production. We continue to support your Ops team to ensure a smooth transition and a successful deployment.
- Continuous improvement. Post-launch, we set up a review cadence with you for continuous KPI tracking and further improvement as needed.