Project Charter

Project Title: Customer Service AI-Powered ChatBot Implementation for SoftNet Solutions Fiji
Limited

Executive Overview: After many successful projects and positive customer feedback, SoftNet
Solutions has seen an increase in customer and client interest in the services and solutions they
provide such as invoicing software, softPOS, GCTPayroll, management solutions and IT
consultation. New and potential customers always have queries as they express their interest in
utilizing the IT support services and solutions provided by SoftNet solutions, and it is important
the company address and answer these questions and enquiries, in a fast and reliable way,
catering to customer satisfaction and customer retention.
This project aims to plan and implement an effective AI powered Chatbot to be integrated to the
company’s website. The primary purpose of this system is to be able to handle and provide
timely, relevant, and useful responses to customers, at any given time and in a fast and reliable
manner.

Project Objectives:
- To plan and implement an AI powered chatbot to oversee customer service and handle
SoftNet Solutions customer queries and questions.
- To train AI model with company data, so that responses reflect the company
- Efficiently integrate AI powered chatbot into the existing SoftNet Solution website

Project Deliverables:

Project Deliverables Description

Project Charter Submit project charter

Project Plan Documentation Submission of Project Plan

Project Plan Approval Receive confirmation and approval from

stakeholders

System Documentation Provide documentation of Implementation

Final System Approval Approval of fully implemented system

Project Estimated Budget:

Project Phase Cost (Estimated)

Conceptualization

Planning

Execution

Termination

Equipment

Human Resource (Labor)

Contingency

Total:

Project Milestones

Milestone Expected Date Of Completion

Approval of Stage

Project Plan Approval

System Deployment Approval

Successful ChatBot System Deployment

Final Approval

Project Assumptions
It is assumed that:
- Project team is technically skilled to take on and complete the project
- Project equipment and resources, mainly computers, will be readily available and in
good condition so that the project is completed successfully.
- Accommodation and external environment is suitable for team members to complete the
project.

Project Constraints
- The project duration should not exceed 8 months
 - Project has a budget of $100,000, that should be monitored by the project manager.
Expenses and spending of the allocated budget must be accounted for by the project
manager.
- The AI powered chatbot must be integrated and be compatible with the existing
company website.
- Change to project plan have to proposed for approval by the project manager

Project Risks
- Possible increase in human resource costs
- Effective communication between team members is needed
- Chatbot platform subscription may be expensive

Project Manager Responsibilities

- Staffing
The project manager has the responsibility of allocating the project team members with
the various activities present within the project, and is responsible for their performance.
They are given the authority to provide a performance appraisal for the calendar year.
- Budget
The provided budget for this project is $100,000. The project manager is to ensure that
the allocated amount to each activity is not exceeded.
- Project Status Update
Project managers are inclined to provide updates regarding the status of the project to
the SoftNet Solutions chief executive officer and to the executive committee, upon
request or at each end of month, throughout the duration and lifetime of the project.
- Project Tracking
Monitor the progress of the process. Upon team meeting, the project manager ensures
effective communication between team members and follows up the status of concurrent
activities provided by the allocated team members.
Schedule delays and slippage have to be reported and accounted for as well as the
performance of cost.
- Change Control
The project manager has the authority to approve or disapprove of a change proposed
by a project team member after the project has been submitted. Ensuring that changes
do not have a negative impact on the project overall. If proposed changes were to have
an effect on the allocated budget, then approval must be received from the project
sponsor.
Project Team Organization:

Role Name

Sponsor SoftNet Solutions CEO

Project Manager Josh Brown

Developer Lana Molivurae

System Analyst Donovan Bani

Risk Manager Cynthia Tamata

Quality Assurance Manager Ianlee Toa

Software Engineer David John

Finance Officer Dwayne Johnson

Procurement Specialist Kevin Hart

Developer Assistance John Kenedy

Approval

Role Name Signature Date

Project Sponsor

Executive Committee
Chair

Finance Officer