Chatbot Success Model

This model shows the core fundamentals required to build a high-performing chatbot that consistently delivers value. Each layer represents a non-negotiable component: remove any one of them and the entire structure becomes unstable.

Platform (Foundation)

Every successful chatbot starts with the right platform.
This is where your chatbot lives, integrates, and scales.
The platform determines reliability, security, performance, and how well the bot connects to your broader digital ecosystem.

Prompt (Pillar One)

The logic, workflows, instructions, and conversation design that guide how the chatbot behaves.
A well-designed prompt keeps the chatbot consistent, accurate, and aligned with your organisation’s tone and expectations.

Data Sources (Pillar Two)

This one of the most important parts of a chatbot. Good data can be the differnce between a professional chatbot and a useless chatbot.
Data Sources can include FAQs, policies, databases, Website Content, service information, knowledge bases
Your data sources shape the bot’s ability to answer customer questions with confidence and accuracy.

Vision / Planning (Pillar Three)

Without a vision of what you want your chatbot to do and provides the roadmap on the eventual outcome of your chatbot.
Without a realistic plan you will suffer from scope creep and a poor performing chatbot.

Governance (Overarching)

Governance holds the entire system together.
It ensures quality, safety, transparency, and consistent improvement.
Without governance, a chatbot quickly becomes outdated, inconsistent, or unpredictable.