1. Define the problem before naming the solution
Write down one workflow, its users and the outcome you want to improve. Separate the initial pilot from future features. A support assistant that answers approved questions is a different scope from an agent allowed to update customer records.
- Identify the business owner and the person accepting delivery.
- Document current volumes, exception paths and a baseline where available.
- List included integrations, excluded features and client dependencies.
2. Agree the operating model
Choose agency-led delivery, direct technical collaboration, or a combination. Avoid leaving the engineering team to infer what it can say to an end client. Decide how questions, blockers and changes move between teams.
- Name the owner of discovery, estimates, approval and client updates.
- Agree the communication channels and permitted brand presentation.
- Define how a change request affects scope, time and cost.
3. Resolve ownership and access
Account ownership affects handover, continuity and cost visibility. Discuss it before building. Confidential delivery also needs a clear boundary around which project details, logos and results may ever become public.
- Agree ownership of cloud, telephony, messaging and model-provider accounts.
- Define source-code, configuration, documentation and data handover in the agreement.
- Use scoped access and identify who revokes temporary permissions.
- Do not assume permission to publish the agency's end-client identity.
4. Make acceptance testable
A polished demo is not the same as an accepted system. Build a representative evaluation set that includes unsupported requests, outdated information, tool failures and human escalation. Agree which failures block release.
- Write expected outcomes for representative workflows and edge cases.
- Confirm what the system may answer, change or refuse.
- Include escalation and recovery tests, not just the happy path.
- Record who approves launch and how rollback works.
5. Plan beyond the launch
Agree support responsibilities and ongoing expenses before pricing the project. Model usage, messaging, telephony, hosting and support should be distinguished from implementation work. Avoid promising unlimited operation without an explicit commercial scope.
- Document usage assumptions and how unusual spend is detected.
- Specify support coverage, incident ownership and maintenance boundaries.
- Handover deployment instructions, runbooks and an access inventory.
- Review quality using real, appropriately handled production feedback.
Continue planning
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