Implementation starts with a road map and an end goal in mind. If the objective is to improve the customer experience and customer response times. First, it would be important to think of where you might deploy a chatbot throughout every customer touchpoint; this is the time to break down the customer journey.
Next, text your chatbot/s with your internal teams and use a chatbot pyramid where the chatbot/s respond to only a small percentage of inquiries. As the chatbot/s become smarter and more adept, flip the chatbot pyramid, i.e. give the chatbot/s a larger portion of interaction management.