Government Technology on-demand webinar

Understanding and developing effective chatbots for government

Studies show that chatbot usage is up significantly, but satisfaction with chatbots is decreasing. In both the private and public sectors, bots are often deployed without fully considering how they fit into the user journey. Understanding where automation will and will not be useful to constituents can help prevent bots from leading users to a dead end with no helpful alternative.

With the artificial intelligence and machine learning capabilities available today, state and local governments can create improved bot experiences that are constituent centered. Implementing bots that can deliver continuity to the user experience, including a path to hand off to a human if needed, can help build trust in government services.

During this webinar, you’ll learn:

  • How to use analytics to map the constituent journey and create bots with consideration to the perspectives of the constituent as well as the agency
  • The critical characteristics of good bots and recommendations to develop effective bots
  • How to select a bot framework with the flexibility needed to fit complex use cases

Meet the Speakers

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Trevor Kelly
Principal Solution Consultant

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Bob Woolley
Center for Digital Government
Government Technology