• [ ] Procurement / Legal (simultaneous to content creation)

    • [ ] Finalize SaaS agreement & IT requirements
    • [ ] Privacy & security reviews
    • [ ] Finalize procurement

  • [ ] Determine key success metrics & share your action plan and achievement goals with agency leadership to get their feedback, buy-in, and encouragement.

  • [ ] Take Ownership of Business in Zammo / Training

    • [ ] Schedule training with Zammo Customer Success Team (ensure transfer of ownership of business, FAQ content creation, question variants, “conversational” tone, using analytics, publishing and intro to UI Builder if needed)

  • [ ] Initial Content Development

    • [ ] Write welcome message
    • [ ] Convert existing FAQ, support, etc. content into conversational style content
    • [ ] Create 3-5 question variants for each question
    • [ ] Use UI Builder to create any initial conversation modules (i.e. rate your experience)
    • [ ] Move FAQ content from “Draft” to “Review” and use Simulator to do first round of testing (make sure hyperlinks, images, etc are working correctly)

  • [ ] Internal Testing

    • [ ] Employee testing
    • [ ] Use Simulator analytics from testing to improve content by adding question variants and/or new Q&A.
    • [ ] Final approval of v1 content

  • [ ] Launch

    • [ ] Move approved Q&A content from “Review” to “Ready to Publish”
    • [ ] Activate chosen channels in “Channels” tab
      • [ ] if website chatbot, get code snippet and paste onto chosen web pages
      • [ ] if IVR, transfer existing number to new conversational AI number
      • [ ] if voice assistants, wait to receive notification of publication
    • [ ] Messaging on social channels and website directing customers to try new conversational AI services.

  • [ ] Learn / Improve / Expand

    • [ ] 1-2 weeks post-launch, schedule Customer Success training to review analytics and strategize about improvements and next steps
    • [ ] Gain insights about your new conversational content by reviewing raw data daily and filtering for missed utterances
    • [ ] Make changes and improvements to your content based on insights gained
    • [ ] Measure engagement results vs. program goals set in the initial strategic planning phase
    • [ ] Optimize ****your approach, delivery, and conversational content as needed to accomplish your program goals - expand multi-turn conversations / connect to back-end systems