Here are the key points about changing an organization's conversational architecture:
- An organization's conversational architecture refers to how and where it interacts with customers and stakeholders (e.g. via website, social media, call centers, etc.).
- Making changes to an organization's conversational architecture is a major undertaking as it impacts how the organization communicates externally.
- Careful consideration needs to be given to any changes as they can significantly alter customer and stakeholder experiences and expectations when interacting with the organization.
- All parts of the organization that interface with external audiences would need to be involved in planning and implementing changes to conversational architecture to ensure a coordinated approach.
- Testing any changes is important before full implementation to work out