change control

1

Requirements Work Plan

Business Case and Project Proposal: Adoption of Artificial Intelligence in Customer Service.

1. Executive Summary In this project proposal, the adoption of Artificial Intelligence (AI) in customer service is

discussed to improve service under the prevailing commerce rise and clients’ high expectations, which is amplified by the COVID-19 pandemic. Having experienced a revolutionary exponential growth of online transactions, business confronts the task of maximizing the satisfactions of customers with the cost’s optimization at the same time. The presentation indicates the vital part AI-powered chatbots should play in delivering prompt, personalized, and effective customer support that their current users need in the modern online marketplace.

The Requirements Work Plan will be made up of key points such as securing executive sponsorship, defining clear business objectives, and of course making a budget for both short and long-term A.I. integration (Kunz & Wirtz, 2023). The project is aimed at enhancing customer interactions, promoting efficiency, and extracting valuable data from AI-enabled analytics. Even though the AI can be a risky tool which includes misunderstanding by customers and their possible biases, the proposal demonstrates importance of AI to improve efficiency, decrease response times and, finally, develop clients’ satisfaction and loyalty. 2. Stakeholder Analysis

Stakeholder Power Interest Executive Sponsor High High Customer Service High High IT Department High High Data Scientists/Developers High High Customer Service Agents High High Marketing Department Moderate High Legal and Compliance Team Moderate Moderate Customers High High Finance Department Moderate Moderate Human Resource Moderate Moderate

The table outlines the stakeholders involved in the project, categorizing them based on their power and interest levels.

1. Power: This column shows the stakeholders' power over the project. The people with the highest positions in the power hierarchy are usually the ones who have the final say on any decisions pertaining to a project or its outcomes. Moderately powered stakeholders

PMG501 – Scope Project

ManagementRequirements Work Plan Outline Template

2

have little direct impact on agenda setting, but they still have considerable power of supporting or challenging initiatives.

2. Interest: This column indicates the degree to which stakeholders are initiative-taking or reactive in relation to the proposed project. The high-interest stakeholders are those who have a prominent part in the project's achievement and results, as the matters may directly influence their functions, authorities or rather goals. Moderate-interest group might have an interest in some aspects of the project, but they are not as affected as the high-interest group.

Dividing stakeholders into these categories facilitates the project team's engagement and communication efforts as they now can focus on the critical groups. In general, high-ranking, high-interest stakeholders will probably expect a high degree of contact and involvement with managers to ensure their choices are coherent with overall project goals and objectives. On the other hand, those with less power or less interest should be informed less frequently and included less to avoid resistance or concern, but still being kept apprised. Knowing the power and interest variations of individual stakeholder groups necessitates project managers utilize communication techniques specifically designed for each group to deal with the expectations and get support throughout project's lifecycle.

3. Requirements Collection Methodology

Here, two tools which will give a holistic understanding of project’s demand and goals, respectively, will be applied. The main instruments considered are interviewing and surveying, since they produce qualitative and quantitative data, which is needed from a considerable number of stakeholders. Tool: Interviews

 Stakeholders Addressed: Interviewees will represent various levels and roles within the organization and its various departments, for example, executive sponsors, managers, technical staff, frontline employees, experts on legal/compliance issues, marketing professionals, finance staff, HR personnel and clients.

 Collector: The project manager or the business analyst will head this interview settings. They are expected to formulate the interview questions, book, and hold interviews, and analyze the answers of the private sector workers to summarize what a major problem is, general concern and the workers' needs.

Tool: Surveys  Stakeholders Addressed: The main target of the surveys will be the audience that is

broader, including the customer service agents, IT staff, marketing professionals, and most probable customers. The tool is intended to harmonize qualitative data on the stakeholder preferences, perception and priorities concerning the AI application in customer care.

 Collector: The project manager, or other survey specialist, will create the survey questionnaire and distribute it to the targeted stakeholders for feedback. Ultimately, responses will be collected. They look at surveys to describe patterns, preferences, consensus or and dissent.

Rationale:

3

 Interviews: Interviews offer such an opportunity for a careful analysis of a stakeholder`s viewpoint, which eventually provide a detailed image of their needs, worries, and expectations. The project team will have the opportunity to listen to a various mix of stakeholders and thus will acquire useful information covering all facets of AI adoption for customer service.

 Surveys: Through surveys, the project team can structure the data collection process and get more quantitative data from a sizable audience that can be used to detect trends and user preferences among different stakeholders. Surveys offer anonymity, thus promoting candid feedback from participants who might not be as forthcoming in a face-to-face interview.

4. Collection Timetable The requirements collection process for the adoption of Artificial Intelligence (AI) in customer service will span over a period of four weeks. The schedule includes the following activities:

1. Preparation: Allocate 1 week for preparing interview guides, survey questionnaires, and scheduling stakeholder meetings.

2. 2. Interviews: To collect first-hand information, I will conduct interviews with the key stakeholders over a period of one week. One interview may take 30 minutes to 1 hour for the discussion, during which time it is also affected by availability or prospective participants.

3. 3. Survey Distribution: During week two, I will conduct a survey targeted at the stakeholders being sampled. Leave the surveys open to stakeholders for 1 week and collect their feedback by the end of the week.

4. 4. Data Analysis: I will spend one week on the evaluation of transcripts of interviews and survey results by finding numerous trends, needs and priorities.

5. 5. Synthesis and Documentation: I will dedicate the last week to the comprehensive synthesis of the collected data, documenting requirements and then generating a report which brings together the findings and recommendations.

4

References

Kunz, W. H., & Wirtz, J. (2023). AI in Customer Service: A Service Revolution in the Making. In Artificial Intelligence in Customer Service: The Next Frontier for Personalized Engagement (pp. 15-32). Cham: Springer International Publishing. https://doi.org/10.1007/978-3-031-33898-4_2