□ What problem are you solving?
  ├── Reduce support costs
  ├── Improve response time
  ├── Capture more leads
  ├── Provide 24/7 service
  └── Other: _______________

□ Success metrics defined
  ├── Target automation rate: ____%
  ├── Target CSAT score: ____
  ├── Target cost reduction: €____
  └── Target response time: ____ seconds

□ Primary use cases listed (max 5 for launch)
  1. _______________________
  2. _______________________
  3. _______________________
  4. _______________________
  5. _______________________

□ Use cases prioritized by:
  ├── Volume (highest first)
  ├── Complexity (simplest first)
  └── Business impact

□ Current inquiry volume documented
  ├── Total monthly inquiries: ____
  ├── By channel: ____
  ├── By type: ____
  └── Peak times identified

□ Current handling costs calculated
  ├── Cost per inquiry: €____
  ├── Average handling time: ____ min
  └── Agent capacity: ____ inquiries/day

□ Existing FAQ/knowledge base reviewed

□ What chatbot WILL handle (in scope)
  ├── _______________
  ├── _______________
  └── _______________

□ What chatbot WON'T handle (out of scope)
  ├── _______________
  ├── _______________
  └── _______________

□ Escalation triggers defined
  ├── When to transfer to human
  ├── How to transfer (warm/cold)
  └── Fallback behavior

□ Project sponsor identified
□ IT/Technical lead assigned
□ Customer service lead involved
□ Marketing/Brand review planned
□ Legal/Compliance consulted
□ End users represented

□ Business case presented
□ Budget approved
□ Timeline agreed
□ Success criteria aligned
□ Risk mitigation discussed

□ Integration needs identified
  ├── CRM: _______________
  ├── Helpdesk: _______________
  ├── E-commerce: _______________
  ├── Calendar: _______________
  └── Other: _______________

□ Data access requirements
  ├── Customer data needed
  ├── Product/service data
  ├── Order/transaction data
  └── Knowledge base content

□ Security requirements
  ├── Authentication needed
  ├── Data encryption
  ├── Compliance (GDPR, etc.)
  └── Audit logging

□ Platform type decided
  ├── SaaS platform
  ├── Custom development
  └── Hybrid approach

□ Vendor evaluation (if applicable)
  ├── Shortlist created
  ├── Demos completed
  ├── References checked
  └── Contract negotiated

□ Hosting decided
  ├── Cloud provider
  ├── Region/data residency
  └── Scaling requirements

□ Telephony (if voice)
  ├── SIP provider
  ├── Phone numbers
  └── Call routing

□ Project manager assigned
□ Technical lead assigned
□ Content/conversation designer
□ QA/Testing resource
□ Training coordinator
□ Ongoing owner identified

□ Phase 1 (Setup): ____ weeks
□ Phase 2 (Development): ____ weeks
□ Phase 3 (Testing): ____ weeks
□ Phase 4 (Pilot): ____ weeks
□ Phase 5 (Launch): ____ weeks
□ Buffer time included (20%)

□ Implementation costs
  ├── Platform/development: €____
  ├── Integration: €____
  ├── Content creation: €____
  ├── Training: €____
  └── Contingency (20%): €____

□ Ongoing costs
  ├── Monthly platform: €____
  ├── Per-conversation: €____
  ├── Maintenance: €____
  └── Support: €____

□ Welcome/greeting flow designed
□ Main menu/options defined
□ Each use case flow mapped
  ├── Happy path documented
  ├── Error handling added
  └── Edge cases covered
□ Escalation flow designed
□ Goodbye/closure flow

□ Tone of voice defined
  ├── Formal/casual
  ├── Brand personality
  └── Language guidelines

□ All responses written
  ├── Greeting messages
  ├── Use case responses
  ├── Error messages
  ├── Fallback responses
  └── Handoff messages

□ Response variations created
  ├── Multiple versions per intent
  └── Avoid repetitive feeling

□ Bot name decided
□ Avatar/icon designed
□ Personality traits defined
□ Things bot should never say
□ Brand alignment verified

□ Existing FAQs collected
□ Support ticket analysis done
□ Product/service info gathered
□ Policy documents reviewed
□ Process documentation collected

□ Content categorized
□ Topics/intents defined
□ Synonyms/variations listed
□ Content gaps identified
□ New content created

□ Sample questions collected
  ├── From support logs
  ├── From FAQ searches
  └── From team brainstorming

□ Intent categories created
□ Entity types defined
□ Training examples written
  ├── Minimum 10-20 per intent
  └── Varied phrasing included

□ Widget placement decided
□ Colors match brand
□ Icon/avatar designed
□ Mobile responsive tested
□ Accessibility reviewed

□ Entry points defined
  ├── Website pages
  ├── Mobile app
  ├── Social channels
  └── Other touchpoints

□ Proactive triggers set
  ├── Time on page
  ├── Exit intent
  ├── Specific pages
  └── User behavior

□ Context passing planned
  ├── Page context
  ├── User data
  └── Previous interactions

□ Data flow documented
□ API specifications reviewed
□ Authentication method defined
□ Error handling planned
□ Retry logic designed

□ Development environment ready
□ Test/staging environment ready
□ API credentials obtained
□ Test data prepared
□ Sandbox accounts created

□ GDPR/privacy compliance
  ├── Privacy notice updated
  ├── Consent mechanism designed
  ├── Data retention policy
  └── Right to erasure process

□ Industry-specific compliance
  ├── Requirements listed
  ├── Controls implemented
  └── Documentation prepared

□ Data encryption confirmed
□ Access controls defined
□ Audit logging enabled
□ Penetration testing planned
□ Security sign-off obtained

□ Account/environment created
□ Users and permissions set
□ Branding applied
□ Languages configured
□ Default settings reviewed

□ All flows implemented
□ Intents configured
□ Entities defined
□ Responses entered
□ Fallbacks configured

□ Training data uploaded
□ Initial training completed
□ Confidence thresholds set
□ Intent conflicts resolved
□ Entity recognition tested

□ Each integration built
  ├── CRM: □ Built □ Tested
  ├── Helpdesk: □ Built □ Tested
  ├── E-commerce: □ Built □ Tested
  ├── Calendar: □ Built □ Tested
  └── Other: □ Built □ Tested

□ Error handling implemented
□ Timeout handling added
□ Logging enabled

□ Website widget installed
□ Mobile app integrated
□ Social channels connected
□ Cross-channel ID working
□ Analytics tracking added

□ Every flow tested
□ Every integration tested
□ Error scenarios tested
□ Edge cases tested
□ Multi-language tested

□ Test group identified
□ Test scenarios created
□ Testing completed
□ Feedback collected
□ Issues resolved

□ Load testing done
□ Response times acceptable
□ Concurrent users tested
□ Integration performance OK
□ Mobile performance tested

□ Pilot scope defined
  ├── User segment
  ├── Percentage of traffic
  ├── Duration
  └── Success criteria

□ Monitoring plan ready
□ Escalation process ready
□ Rollback plan documented

□ Pilot launched
□ Daily monitoring active
□ Issues tracked and resolved
□ User feedback collected
□ Metrics reviewed

□ Success criteria met
□ Issues documented
□ Improvements identified
□ Go/no-go decision made
□ Stakeholder approval

□ All pilot issues resolved
□ Final training completed
□ Production environment ready
□ Monitoring dashboards ready
□ Support team briefed

□ Support agents trained
  ├── How to use dashboard
  ├── How to handle handoffs
  └── How to give feedback

□ Escalation procedures documented
□ FAQ for internal team created
□ Communication plan ready

□ Announcement planned
□ Help content updated
□ FAQ published
□ Feedback mechanism ready

□ Go-live checklist completed
□ Monitoring active
□ Support team standing by
□ Stakeholders notified
□ Launch announced

□ Real-time monitoring active
□ First hour review done
□ First day review done
□ First week review done
□ Issues tracked and resolved

□ Technical documentation
□ User guides
□ Admin guides
□ Troubleshooting guide
□ Escalation procedures

□ Ongoing owner identified
□ Training completed
□ Access transferred
□ Support contacts provided
□ SLAs agreed

□ User feedback collection active
□ Agent feedback process
□ Regular review meetings
□ Improvement backlog created

□ Key metrics tracked
  ├── Automation rate
  ├── CSAT scores
  ├── Resolution rate
  ├── Handoff rate
  └── Response time

□ Weekly reports generated
□ Trends identified
□ Anomalies investigated

□ Failed conversations reviewed
□ New intents identified
□ Training data expanded
□ Response quality improved
□ A/B tests conducted

□ New use cases identified
□ Prioritization done
□ Implementation planned
□ ROI tracked

□ Monthly performance review
□ Quarterly business review
□ Annual strategy review
□ Continuous improvement ongoing