Drafting business requirements for chatbots?

Anyone have any experience implementing chatbots from before/during/after implementation? Ideally this is for a call center and extra credit is also tying in some level of ai/rpa to the mix.

Recently got tasked as a project manager to do this for a government agency and I’m wanting to get a better sense of how to properly draft business requirements or other things to keep an eye out for. Excited, sounds like a lot of fun!