This document discusses lessons learned about developing chatbots for customer support. It covers the make vs buy decision and outlines 5 key lessons: 1) Not every organization qualifies for a chatbot solution. 2) Goals like reducing agent workload or growing revenue without hiring must be set. 3) ROI should be calculated based on setup costs, gains, and ongoing costs. 4) Integrations with other systems are important. 5) Solutions should go live quickly and iteratively to match user needs.