How can you align your CMS migration with your organization's chatbot and conversational AI strategy?

If you're planning to migrate your content management system (CMS) to a new platform, you might be wondering how to leverage your existing content for your chatbot and conversational AI strategy. Chatbots and conversational AI can enhance your customer experience, increase engagement, and generate insights from natural language interactions. However, they also require a well-designed information architecture (IA) that aligns with your content strategy, user needs, and business goals. In this article, we'll show you how to align your CMS migration with your chatbot and conversational AI strategy in six steps.

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1 Assess your current content

The first step is to audit your current content and evaluate its quality, relevance, accuracy, and consistency. You can use tools like Screaming Frog, ContentKing, or Sitebulb to crawl your website and generate reports on your content inventory, metadata, performance, and issues. You can also use analytics tools like Google Analytics, Hotjar, or Crazy Egg to understand how your users interact with your content, what they search for, and where they drop off. This will help you identify the content gaps, opportunities, and priorities for your chatbot and conversational AI strategy.

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Dr. Raza Habib

Senior Technical Product Manager | Management Consultant | Information Architect | Expert in SaaS, Digital Innovation & UX | 10+ yrs Experience | Ex-HYPE, IONOS | PhD in HCI | LinkedIn Top Voice on Usability Testing
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Before diving into the world of chatbots and conversational AI, it's crucial to take a step back and assess our current content landscape. Like a wise gardener, we must evaluate the quality, relevance, and consistency of our existing content. Tools like Screaming Frog, ContentKing, and Sitebulb can be our helping hands, crawling our website and providing insightful reports on our content's performance and potential issues. However, let's not be too hasty. Chatbots and conversational AI are not a magic bullet that will solve all our content woes. We must carefully consider the role these technologies can play in our overall content strategy, ensuring they complement and enhance our existing efforts, not replace them.

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2 Define your content types and models

The second step is to define your content types and models, which are the building blocks of your IA. Content types are the categories of content that share common attributes, such as blog posts, FAQs, products, or services. Content models are the schemas that define the structure, elements, and relationships of each content type. For example, a blog post content type might have elements like title, author, date, summary, body, tags, and comments. Content models help you organize your content in a modular and reusable way, which is essential for delivering it across different channels and devices, including chatbots and conversational AI.

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3 Map your user journeys and intents

The third step is to map your user journeys and intents, which are the paths and goals of your users when they interact with your content. User journeys help you understand the context, needs, and pain points of your users at different stages of their experience, such as awareness, consideration, decision, or retention. Intents help you understand the specific questions, requests, or actions that your users want to achieve with your content, such as finding information, comparing options, buying a product, or getting support. Mapping your user journeys and intents will help you design your chatbot and conversational AI flows and dialogs, as well as optimize your content for natural language processing and understanding.

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Dr. Raza Habib

Senior Technical Product Manager | Management Consultant | Information Architect | Expert in SaaS, Digital Innovation & UX | 10+ yrs Experience | Ex-HYPE, IONOS | PhD in HCI | LinkedIn Top Voice on Usability Testing
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Its all about understanding the user's intent and crafting a seamless journey. Mapping user journeys and intents is like decoding the user's secret language – their goals, motivations, and pain points. By understanding the context and needs at each stage, I can tailor my responses and guide them towards their objectives. But what if mapping user journeys and intents becomes too rigid, stifling creativity and spontaneity? After all, conversations are fluid and unpredictable, not always following a prescribed path. The key is to strike a balance between structure and spontaneity. It's like playing jazz – following the chord progression while leaving room for improvisation and personal expression.

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4 Design your content architecture and taxonomy

The fourth step is to design your content architecture and taxonomy, which are the frameworks and systems that organize and classify your content. Content architecture is the way you arrange and connect your content types and models into hierarchies, collections, and navigation. Taxonomy is the way you label and categorize your content types and models into terms, facets, and synonyms. For example, you might have a taxonomy of topics, subtopics, and keywords for your blog posts, or a taxonomy of categories, attributes, and values for your products. Designing your content architecture and taxonomy will help you improve your content findability, usability, and scalability, as well as enable your chatbot and conversational AI to access and retrieve your content more efficiently and accurately.

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5 Choose your CMS and chatbot platforms

The fifth step is to choose your CMS and chatbot platforms, which are the tools and technologies that support your content creation, management, and delivery. There are many factors to consider when choosing your CMS and chatbot platforms, such as your budget, requirements, features, integrations, security, and scalability. However, one of the most important factors is how well they support your content strategy, IA, and chatbot and conversational AI goals. You should look for platforms that offer flexibility, modularity, interoperability, and intelligence for your content and chatbot needs. For example, you might prefer a headless CMS that decouples your content from your presentation layer, and a chatbot platform that integrates with your CMS and offers natural language processing and understanding, dialog management, and analytics.

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Dr. Raza Habib

Senior Technical Product Manager | Management Consultant | Information Architect | Expert in SaaS, Digital Innovation & UX | 10+ yrs Experience | Ex-HYPE, IONOS | PhD in HCI | LinkedIn Top Voice on Usability Testing
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Choosing the right CMS and chatbot platforms is like picking the perfect ingredients for a culinary masterpiece. It's all about finding the tools that seamlessly blend with your content strategy, IA, and conversational AI goals. Imagine your content as the fresh, locally sourced produce, your chatbot as the seasoned chef, and your CMS as the versatile kitchen. You want a CMS that's flexible enough to accommodate your ever-evolving content needs, a chatbot that can whip up engaging conversations, and a platform that integrates seamlessly, ensuring your content is delivered flawlessly.

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6 Implement and test your content and chatbot

The sixth and final step is to implement and test your content and chatbot, which are the processes of putting your strategy, IA, and platforms into action and evaluating their performance and outcomes. Implementation involves migrating your existing content to your new CMS, creating new content for your chatbot and conversational AI, and configuring your chatbot and conversational AI flows and dialogs. Testing involves checking your content and chatbot quality, functionality, usability, and accessibility, as well as measuring your content and chatbot metrics, such as traffic, engagement, conversion, satisfaction, and feedback. Implementation and testing are iterative and ongoing processes that require constant monitoring, analysis, and improvement to ensure your content and chatbot alignment and success.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you align your CMS migration with your organization's chatbot and conversational AI strategy?

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1 Assess your current content

2 Define your content types and models

3 Map your user journeys and intents

4 Design your content architecture and taxonomy

5 Choose your CMS and chatbot platforms

6 Implement and test your content and chatbot

7 Here’s what else to consider

Information Architecture

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How can you align your CMS migration with your organization's chatbot and conversational AI strategy?

1

2

3

4

5

6

7

1 Assess your current content

2 Define your content types and models

3 Map your user journeys and intents

4 Design your content architecture and taxonomy

5 Choose your CMS and chatbot platforms

6 Implement and test your content and chatbot

7 Here’s what else to consider

Information Architecture

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