Bots
Hi everyone,
I'm looking for some feedback on an idea that we're reviewing - any response will be helpful,
We're considering developing a chat-bot to offer capabilities on local authority websites. There are several flavours of bot, each having different features.
Question and answer bots have the ability to respond to questions posed by members of the public and reduce the need to contact the local authority by providing the information they need / signposting them to the right location. The one that springs to my mind is the one that appears on Currys' website, asking if i need help.
Bots can also be used to create complaints or requests in the back office system, and are therefore an alternative to more traditional online submission systems.
Another example of a bot would be one that responds to posts on social media platforms such as facebook with automated responses.
What sort of bot do you think would be of most benefit to your authority?
What subject areas do you get most enquiries, either to the contact centre or direct to your teams about?
Would you like to be part of a steering group that shaped the development of a bot?
kind regards,
Rob