There are quite a few approaches that can be taken when delivering strategy and implementation services.
Firstly the most important aspect is to consider Who needs this service? What does the service need to do?
From my experience this is often where the struggle lies, most customers and business people alike! fail to grasp the real scope of how Chatbots can help. I’ve heard everything from simple FAQ answer machine to something that will harass users to leave the country! Again both in the scope of a chatbot but Really!?
So one of my favourite tools to begin using when trying to really drive understanding as well as nail down the Who,What What When and Where is to begin with a design thinking workshop.
This involves getting lots of users, real life customers and stakeholders in the room together and presenting user scenario/pain points and then we go through the design thinking process of producing Empathy maps and user centered design canvases. These help address the common thoughts,feelings and questions users are likely to ask at each stage of interaction.
From here we then progress forward into a proof of concept/demo which we produce as an MVP both to introduce the concept to reality but also - it is amazing the insight a demo can give you from real users that you may not have even considered!
Here’s a great link to a design thinking 101 - http://dschool.stanford.edu/dgift/
IBM’s Design thinking approach - http://www.ibm.com/design/
Also this is why the lean canvas was created as a flexible framework to enable you to nail down the key aspects that can help shape development and implementation as well as the business conversation you need to have with your customers.
Hope this helps!
If there’s anything I’ve not covered do let me know and I’ll try my best