1. Purpose and use cases
The chatbot is designed to assist potential clients visiting the website in getting answers to common questions:
“How much does the repair cost?”
“How much does the diagnostics cost?”
“Where is the service located?”
“What guarantees do you offer?”
“How can I use your services?”
The main task is to relieve the manager from repetitive questions by providing basic reference information. The chatbot can also provide approximate repair prices (without exact calculations) and describe the terms of cooperation.
Minimum technical consultations: the bot should recognize simple errors/problems and explain their possible causes and approximate solutions, providing general information about costs, timelines, etc.
2. Tone and style of communication
Style: between neutral and friendly.
Address the client strictly in the formal “You”.
Vocabulary: clean, without colloquial slang, polite, without profanity.
If necessary, the bot can use greeting and closing phrases (“Hello…”, “I will be happy to help…”, “Thank you…” etc.), but without excessive emotionality.
3. Target audience
Primarily private individuals, predominantly women aged 35+, as well as men aged 35–54.
The technical literacy of users is usually low; men may sometimes ask more specific questions.
The bot should conduct the dialogue carefully, avoiding excessive details if it sees that the user is not familiar with technology, but at the same time not refusing to answer more detailed questions.
4. Integration and technical details
The website is on WordPress; integration of the chatbot is planned using API.
Storing chat history should preferably be passed to the chat plugin on WordPress. Implementation details and supported plugins need to be discussed with the freelancer (for example, a custom plugin or solutions like Tidio, LiveChat, Crisp, etc.).
It is important to consider the nuances of configuration: access to the OpenAI API, security of keys, correct transmission of requests to/from WordPress.
5. Dialogue structure
Main blocks:
Questions about working conditions (prices, timelines, guarantees, reviews, quality level of services).
Approximate prices for repairs (accuracy of +/- is allowed, without specific final calculations).
Minimum technical consultations on the most common errors, for example, Error c153 on Thermomix.
Information about delivery, service geography (Warsaw, all of Poland, courier, etc.).
Guarantees, diagnostics and repair policies.
In-depth dialogues: not a priority, but if possible — set up simple logic for clarifying questions.
In case of complex situations (point 7), the chatbot should redirect the client to a manager.
6. Knowledge source (knowledge base)
There is no separate knowledge base.
The client (us) can provide a list of FAQs (questions-answers) for the bot to form responses based on them.
Integration with CRM (for automatic loading of statuses, etc.) is not mandatory.
7. Handling incorrect / complex requests
If the user asks a question that is too complex or information that goes beyond the FAQ, the bot should:
Politely inform that the request requires clarification.
Offer to contact a manager / leave their number / request a phone number for a callback.
Similarly, for “empty” questions or incorrect data — either apologize or redirect to an operator.
8. Response regulations
Maximum response length: 450 words.
The response should be clear and factual, but can be detailed if necessary.
Dividing the response into several short messages is allowed if it does not impair the logic of the bot's operation.
9. Language of communication
The bot communicates in Polish.
Support for Russian or other languages is not required at this stage.
10. Security and confidentiality
The bot does not process sensitive data (e.g., card numbers, etc.).
If the user provides personal data (full name, phone number, address), the bot should handle it correctly, without disclosure.
Profanity should be filtered, while the bot can politely apologize and ask to rephrase the question without rude expressions.
11. Limitations and priorities
Details of costs and timelines will be discussed with the freelancer.
The priority is for the bot to correctly answer the main questions and minimize the need for manager intervention.
The speed of the bot's response is important.
12. Dialogue examples / desired format
Below are several examples of questions-answers (given in Russian for clarity, but in the bot they will be in Polish):
Client: “How much does the diagnostics cost?”
Bot: “Currently, we offer free diagnostics, as well as free delivery of the device to the service and back.”
Client: “Where is your service located?”
Bot: “Our service is located in Warsaw, but we serve all of Poland thanks to free courier delivery.”
Client: “I have error c153, what is it?”
Bot:
“This is a common problem with Thermomix related to the actuator that closes the lid. We have two repair options: a more expensive one (replacement of the entire part) for about 1500 zlotys or a more affordable yet professional way to restore the part for 700–800 zlotys, returning functionality almost to the level of a new spare part.”
Client: “How can I use your services?”
Bot:
“Please fill out the form for free delivery on our website (it is located at the very bottom of the main page or click the “Zamów darmowy transport” button at the top of the page). The courier will pick up your device at no cost to you.”
Client: “Do you provide a warranty for repairs?”
Bot:
“Of course! We provide a 6-month warranty on replaced parts and a 3-month warranty on the service itself, so in case of any error, you have the opportunity to fix the problem under warranty.”
13. Success criteria (metrics)
Accuracy of answers to main questions (FAQ list).
Minimum number of redirects to a manager for standard questions.
Response speed (response time no more than a couple of seconds).
Ability to flexibly update the “price list” / terms in case of changes in promotions or prices.
Final requirements for the technical specification
Create a prompt (or set of prompts) that will include:
Key questions and answers (FAQ).
Instructions for the bot on style, tone, and structure of responses.
Description of how to handle unforeseen/incorrect requests.
Implement a test prototype and/or demonstration of operation to ensure the correctness of responses.
Discuss the technical implementation of API integration with WordPress (embedding code, shortcode, or plugin).
Set up chat storage in the chat system plugin on WordPress (or discuss alternatives).
Propose a solution for filtering profanity and maintaining user data privacy.
If necessary, prepare documentation so that the client can add new responses.
Summary
It is required to develop and implement a chatbot in Polish that can answer typical questions from potential clients about device repairs (Thermomix and others) and service conditions, based on a set of FAQs and the specified communication style. Integration is planned through WordPress, with minimal intervention in the website code. The budget and timelines are discussed separately, with priority given to the correctness and speed of responses, as well as the ease of further editing.
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