There was a time not long ago when constituents nationwide seeking information and answers would log on to a government agency Web site — be it a local, state or federal office — and spend countless hours navigating around, clicking on links that went in the wrong direction, only to give up in frustration and reach for the phone. And that had its own hurdles, with callers clamoring to reach a person, only to be put on hold, sometimes endlessly, until another person finally picked up and tried to connect the caller to yet another person who, hopefully, could successfully field the query that should have been answered on the Web site.
Those were the dark ages, technologically speaking. Enter A.I. and the chatbot. Today chatbots are ubiquitous, thanks to advances in natural language processing. Thankfully chatbots assume a lot of the legwork in fielding and directing inbound government communications. It makes a lot of sense, saves enormous amounts of time and money, increases efficiencies, and helps everyone to address the matter at hand quickly and expeditiously. If your office or agency hasn't made the transition and hopped on the chatbot bandwagon, it's a good time to do so. In fact, a majority of agencies in local and state government already employ chatbots, with state offices leading the way.
Chatbots make sense for many reasons, but they're not without their pitfalls. It's best to think it through, plan ahead, and be ready for the rollout. Here are some mistakes to avoid when implementing your chatbot:
Pay attention to Web site content: Regardless of what stage your chatbot implementation is in, the information on your Web site is already linked to your chatbot. You'll need to make sure that the content on your Web site is current, correct, and that your systems are all up to date. After all, the information on your Web site will be scanned and ultimately become part of your chatbot information database.
Decide whether to create it in-house, or hire a contractor: This is a critical step in determining 'what's next' in the implementation of your chatbot. Depending on your goals, this is an important factor. Make sure your chatbot is able to connect with other agencies, and that it can be fine-tuned as needed. A constituent might need to bypass one office and access another; a well-organized chatbot can help immeasurably with that process. The ability for the chatbot to cull information from multiple sources is also essential. It's a work in progress, and information accessibility should be re-evaluated as needed. Finally, the ability of the chatbot to answer questions correctly and direct constituents to the right office or agency is pivotal. This last factor, according to research firm Gartner, was a driving force in prompting companies and agencies to adopt chatbot technology.
Determine whether you want to integrate natural language processing: It's easy to ask Amazon's Alexa or Google Assistant who won last night's game or what the weather will be today. In government, inquiries can get complicated: Constituents often ask more complicated questions, need detailed information, request specific forms or paperwork, and have in-depth queries. Natural language processing works fine at home and for some businesses, but experts agree it still has a place in government interactions, particularly when it comes to accessibility. Through voice or typing, the goal is to have chatbot technology respond appropriately — and efficiently.
Keep security and trust high priorities: A recent survey revealed that more Americans feel A.I. poses a danger rather than a benefit to society. As such, it's government's role to reassure constituents that the technology they implement is safe, trustworthy, and in their best interests. This is particularly true with chatbots that access account and billing information. That might involve multifactor ID on constituents' parts, adding another level to the process. Constituents also need to be able to ascertain whether a chatbot is indeed a bot, or a live human being. With some chatbots, it's hard to tell.
The key, experts point out, is that while some government chatbots might have a strong identity, that's not the primary goal. The real point is to efficiently field queries, provide information, avoid overlaps, and solve problems.
Flagship GovNet is dedicated to working with government IT officials at all levels to assess data, communications and security systems, recommend programs and processes for state-of-the-art efficiencies that make communicating with constituents easier and more efficient, and doing it all cost-effectively. Contact Flagship GovNet today for a free consultation.