How to involve customers in the development of AI Callbots ?

AI Callbots, or artificial intelligence chatbots, have given a new face to customer service management by offering a personalised experience that is available 24 hours a day, 7 days a week. To fully exploit the potential of these technologies, it is important to involve customers from the very start of the development process. Their expertise and feedback will help to create chatbots that are relevant, effective and meet users' real needs. But how do you put this plan in place?

Analysing customer needs

The first step is to understand customers' needs, preferences and friction points when it comes to customer service. This can be achieved through surveys, interviews and in-depth analysis of customer behaviour.

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Conducting exploratory surveys

Surveys are a valuable tool for gathering qualitative and quantitative information from a large sample of customers. Whether they are online surveys, telephone interviews or field questionnaires, these surveys help to identify the main challenges faced by users in their current service journey. They also reveal their preferences in terms of communication channels, desired hours of availability and preferred types of interaction.

Organising in-depth interviews

While surveys provide valuable data, one-to-one interviews offer a more nuanced and contextual perspective. By holding in-depth interview sessions with a representative sample of customers, companies can explore their specific experiences, frustrations and expectations in detail. This qualitative approach captures the subtleties and underlying emotions that are essential to designing truly empathetic and personalised YeldaAI Callbots.

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Analysing user behaviour

In addition to customers' direct statements, observing their actual behaviour is an invaluable source of information. By analysing usage data from existing service channels, companies can identify interaction patterns, recurring friction points and key moments when proactive intervention would be beneficial. This behavioural analysis can detect implicit needs that customers themselves are not always able to express clearly.

Mapping the customer journey

Once the data has been collected, it is essential to map the customer journey precisely in order to identify critical touch points and opportunities for improvement. This detailed mapping highlights the moments where the intervention of an AI Callbot could add significant value, by offering instant support, reducing waiting times or providing relevant information at the right time.

By carrying out an in-depth analysis of customer needs and expectations, companies are laying the foundations for developing AI Callbots that are truly user-centric. This fundamental step ensures that virtual assistants respond effectively to the real challenges faced by customers, delivering an optimal and personalised service experience.

Creating a group of testers

A representative group of volunteer customers is selected to take an active part in the AI Callbot development process. This group must be diverse in terms of profile, experience and needs in order to ensure a global perspective.

Tester training

Training sessions are organised to familiarise testers with the functionalities of AI Callbots, the objectives of the project and the testing methodologies.

Co-creation of use scenarios

Testers are invited to take part in co-creation workshops to identify relevant use cases and scenarios for interaction with chatbots. This collaboration helps to identify customers' needs and expectations in terms of functionality and performance.

Iterations and continuous feedback

An agile approach is adopted for the development of AI Callbots. Iterative versions are launched for testers to gather their feedback. This feedback is used to refine the functionality and improve the performance of the chatbots on an ongoing basis.

Interactive feedback platform

An online platform has been set up to facilitate communication between testers and developers. Testers can easily submit their comments, ask questions and vote for the features they consider most important.

Rewards and recognition

Incentives, rewards or exclusive benefits are offered to the most committed testers to thank them for their active participation. This keeps customers motivated and involved throughout the process.

Transparent communication

Transparent communication is maintained with testers by regularly sharing project progress, challenges encountered and decisions made based on customer feedback. This builds trust and collaboration between stakeholders.

Integration into the development process

The development teams take part in feedback sessions with customers. This enables developers to better understand user needs and expectations, and to integrate these insights into the development process.

Final evaluation

A final testing phase is organised with customers to validate the effectiveness of the AI Callbots before their final deployment. Feedback from the testers is used to make any necessary adjustments to guarantee an optimal experience for end users.


By actively involving customers in the development of AI Callbots, companies can create chatbots that are relevant, effective and meet real user needs. This collaborative approach maximises the positive impact of chatbots on customer service and satisfaction.