An efficient and proven approach for building chatbots.

We believe our well-defined approach leads to more qualitative chatbots, thus a higher ROI for your conversational applications. Whether you're thinking about a chatbot in customer support, sales or lead generation, our general approach ensures the best results possible.

Our success formula in seven steps

Over the last years, we were able to boil down our methodology to a simple and efficient seven-step plan to deliver a high-quality chatbot.

We validate the value of the chatbot


Every chatbot starts with an ideation and validation session in the form of a workshop, facilitated by us. We start with the business process you want to improve or automate and see if and where a chatbot can bring value to this process. Among other things, we try to answer the following questions:

  • Which process are you trying to improve?
  • Is a chatbot a valid solution for the problem?
  • How is the process executed today?
  • Is there any data already available?
  • Who are the users and are they ready for a chatbot?


The goal of this session is to validate the chatbot solution. Can we build a chatbot that improves or automates the business process? If the answer is 'yes', we can go to the next step: the definition.

We define the scope of the chatbot


If we validated the chatbot solution, we know a chatbot can bring value to the business process. Now, we have to define the scope of the chatbot in much more detail. This phase consists of one or more workshops, facilitated by us, where we try to answer the following questions:

  • Which questions should the chatbot be able to answer?
  • How should these questions be answered?
  • Do we need to integrate the chatbot with any external or third-party services?
  • Which languages should the chatbot speak?
  • On which channels should the chatbot be available?
  • What is the tone of voice of the chatbot?


The outcome of this phase is a so-called chatbot model canvas. Much like a business model canvas, a chatbot model canvas is a template for documenting your idea or solution, but all in the context of chatbots. The chatbot model canvas is used by our chatbot experts to make a extensive design of the chatbot in the next phase.

We analyse the chatbot on paper


When the chatbot solution is both validated and defined, our chatbot experts start with their chatbot design. The conversations and scenarios are created 'on paper': in separate software apart from the actual chatbot platform. Our chatbot experts work closely together with you and your stakeholders, who have all the domain knowledge. You can provide feedback after every design iteration about the scenarios, the language used, the clearness of the quick replies, the images, the error messages, the integrations...


The outcome of the design phase is a chatbot design 'on paper'. When our chatbot experts as well as your domain experts all agree on the final chatbot design, the chatbot implementation can begin.

We implement the chatbot, together with you


In the implementation phase, we use our Oswald chatbot platform to build the chatbot. The individual tasks, executed by a combination of your team (if preferred) and a team of Oswald chatbot experts, include but are not limited to:

  • Training the chatbot's intents and entities
  • Configuring the scenarios, with automatic context management and quick replies
  • Integrating with external and third-party services
  • Writing test cases
  • Translating in other languages
  • Integrating the chatbot with the right channels, like Facebook Messenger, website, Google Assistant...
  • User testing

In this phase, we make use of the standard SCRUM aspects, including two-week sprints, daily standups and two-weekly sprint reviews. After every sprint review, you can start testing the chatbot and providing feedback. Furthermore, we can organise a user testing session with external users, using our chatbot user testing methodology.


After the implementation phase, the chatbot is built, tested and integrated. Basically, the chatbot is ready to go live! But first, let's organise a handover session for your team.

We train your team to maintain and/or extend the chatbot


The Oswald chatbot platform is built for you to keep track of your chatbot, analyse it, extend it, improve it... Therefore, we organise a handover workshop. In this workshop we discuss all the Oswald functionalities and how they are used in this specific chatbot. In a safe demo environment, you can experiment with the platform and try to extend the chatbot.


After this session, you will be able to autonomously analyse, maintain, extend and improve the chatbot in production. If you need any help, our support agents are there for you!

Ready, set, go!

The most exciting phase of the chatbot project is here! We launch the chatbot to your customers. Together with your marketing team, we can help you getting the right traction on your chatbot. Let the chats begin!

Maintain a chatbot in production

With our analytics, you can see which questions were unanswered, which branches in a conversational tree are rarely used, which scenarios or intents are triggered the most... You can use this information to improve your chatbot in production. If necessary, our chatbot analysts can help you finding weak spots and extend the chatbot together with you.

It worked for them

Oswald is used today by many customers, and by their customers. Take a look at our cases, built with Oswald.

Interested in a demo?

We will schedule a remote call with you and give an extensive demonstration of Oswald
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