CHATBOT PILOT KICKOFF BRIEF

Use this brief before rollout to keep the first chatbot use case narrow, reviewable, and easier to compare across vendors.

1. FIRST USE CASE
- What is the first problem the chatbot should solve?
- What counts as a successful interaction?

2. USER AND CHANNEL
- Who will use the chatbot first?
- Where will the pilot run (website, app, support widget, internal tool)?

3. KNOWLEDGE BOUNDARY
- Which sources can the chatbot use?
- Which topics should it never answer without escalation?

4. HANDOFF AND ESCALATION
- When should the chatbot escalate?
- Which team receives the handoff?
- What should the fallback or escalation message say?

5. REVIEW OWNERSHIP
- Who reviews weak answers after launch?
- Who updates knowledge sources?
- Who owns weekly rollout improvements?

6. PILOT METRICS
- Which signals matter in the first review cycle?
- Response quality:
- Escalation quality:
- Unresolved conversation count:

Short note:
If the first use case or ownership model is vague, the pilot usually expands too early and becomes harder to trust.