AI Chatbot Audit
Elevate your AI chatbot’s performance & impact.
Guidance and recommendations on how to improve your AI chatbot from world-class conversational AI experts. Optimise your AI agents for better user experience, higher adoption, greater customer satisfaction and measurable business outcomes.
Why do you need an AI audit?
Are you facing any of the following challenges?
Limited visibility into chatbot performance
You’re unsure how your assistant is performing across key metrics—or how it stacks up against industry benchmarks.
Stagnant resolution and deflection rates
Despite previous optimisation efforts, you’ve hit a ceiling in performance, and resolution rates aren’t improving.
High escalation rates without clear cause
Too many conversations are escalating to agents, and you lack insight into whether those handovers are necessary or preventable.
Unclear NLU performance and unmatched intent drivers
You’re seeing a backlog of unmatched utterances or misrouted intents, and don’t know where the breakdown is happening.
Platform limitations affecting scalability
Your current tooling or flow structure is restricting your ability to restructure, scale, or modularise your bot effectively.
Lack of clarity around generative AI integration
You’ve either implemented gen AI and lack visibility into what it’s doing – or you’re unsure how to integrate it meaningfully and safely.
Inability to prove business value
You struggle to connect chatbot outcomes (e.g. CSAT, deflection, savings) with tangible business results or to build a compelling case for investment.
If these challenges sound familiar, then our comprehensive AI Chatbot Audit provides deep insights into your chatbot’s strengths and weaknesses. It’s based on our AI Design Principles and is conducted by industry-leading experts with almost two decades’ experience in designing conversational systems.
It identifies key gaps and delivers actionable recommendations to impact the three areas that matter: experience, outcomes and business value.
What’s included?
Our turnkey 5-day AI Chatbot Audit framework appraises your whole program through the lens of our AI Design Principles. A fully research-backed suite of principles proven to help AI teams design and implement world-leading AI solutions.
Experience evaluation
Front-end user experience audit aimed at improving the user experience of your AI chatbot to help users achieve outcomes faster and more intuitively.
Technical testing
Back-end assessment of solution architecture to ensure consistent functional performance, including unit and model testing, quality assurance, data and analytics.
Process analysis
End-to-end appraisal and gap analysis of operational workflows to ensure effective scoping, designing, building and optimising of AI solutions.
Strategic assessment
Review of AI program goals and performance against CX and business objectives. Roadmap and approach audit to ensure business alignment and success.
What you'll gain
Strategic alignment
Enhanced user experience
Improved technical integrity
Measure success
Develop maturity
Strategic alignment
Strategic alignment
Ensure your chatbot supports broader business goals and customer expectations.
Ensure your chatbot supports broader business goals and customer expectations.
Enhanced user experience
Enhanced user experience
Improve usability, engagement and resolution rates with proven principles used to design multi-award winning AI solutions.
Improve usability, engagement and resolution rates with proven principles used to design multi-award winning AI solutions.
Improved technical integrity
Improved technical integrity
Prepare for scale by ensuring your AI chatbot performs all its intended functions correctly, securely and consistently.
Prepare for scale by ensuring your AI chatbot performs all its intended functions correctly, securely and consistently.
Measure success
Measure success
Learn how to sufficiently analyse the impact of your AI chatbot across the three key areas: business outcomes, customer success and interaction integrity.
Learn how to sufficiently analyse the impact of your AI chatbot across the three key areas: business outcomes, customer success and interaction integrity.
Develop maturity
Develop maturity
Adopt AI design best practices by learning proven frameworks to consistently design, develop and manage successful AI solutions.
Adopt AI design best practices by learning proven frameworks to consistently design, develop and manage successful AI solutions.
Who is the AI Audit for?
Enterprises looking to optimise their AI assistant for better customer engagement.
Product and CX teams aiming to enhance chatbot usability and adoption.
Companies seeking to align AI strategies with business objectives.
Companies seeking to align AI strategies with business objectives.
Technical teams requiring performance, security, and scalability insights.
Book your AI Chatbot Audit today
Maximise the potential of your AI assistant and drive real business results. Schedule your AI Chatbot Audit now and take the first step toward a smarter, more effective AI strategy.
Frequently Asked Questions (FAQ)
What does the audit involve?
The audit includes a structured assessment of your chatbot’s business alignment, user experience, technical integrity, functionality, performance, and operational processes. It requires access to your AI platform, analytics config and front end for experience validation.
How long does the audit take?
The audit is completed within 5 business days, including interviews, evaluations and final recommendations.
Who should be involved from our team?
Key stakeholders such as Product Owners, CX leads, chatbot developers, conversation designers and business strategy owners should participate in interviews and provide relevant documentation.
What kind of recommendations will we receive?
You will receive a comprehensive report detailing identified issues, recommendations for optimisation and strategic suggestions for future improvements.
Is this audit only for existing chatbots?
Primarily, yes. However, if you’re planning a new chatbot or AI implementation, you might be interested in our AI Design Training for Practitioners or our AI Strategy for Leaders courses which will train your teams on our proven methodologies used in the audit and in our VUX Consulting practice, so that you can put best practices into motion from the start.
Will the audit provide technical fixes?
The audit delivers insights and recommendations, but implementation of fixes requires separate execution, which we can support if needed.
What tools and frameworks do you use?
Given our extensive industry experience in designing AI solutions for the world’s top brands, as well as our experience of running the longest serving conversational AI podcast where we’ve interviewed over 300 AI leaders and practitioners, we’ve distilled our learnings and industry best practices into a suite of proprietary frameworks that we use to conduct the audit, including our Use Case Maturity Framework, AI Design Principles and Standards and our AI Analytics Framework; B.J.I.
Is this for generative AI or NLU based chatbots?
Both. Our AI Design Principles are built on user centric design best practices that apply to any AI based solution, and our 3-layered Analytics Framework is the same. The specifics of the functionality and performance review will change depending on the technology but this does not affect the scope or timings of the audit.
Do you need access to our systems?
For the experience audit, we need access to a working version of the chatbot, including any relevant test data you can provide to enable us to traverse use cases. This is typically done via a staging site using your development chatbot but can be done in a live environment. For functionality and performance testing and analytics reviews, yes, we will require access to the back end of your solution. We also may need to extract data from the system for external analysis and testing, depending on the capabilities you have in-house. All of this can be done alongside your team in a shadowing fashion if required.
How do we get started?
Simply book an audit here and we’ll schedule an initial discovery session to align on your AI chatbot goals and expectations.
