Understanding Chatbot and Live Chat

Topics:

Digital Resources
Chatbot
Training
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Purpose of Chatbot

The Chatbot lets your agency create a knowledge base filled with common questions and answers, making it easier for people to find information on their own. If needed, the Chatbot can transfer visitors to live chat with a State Reference Librarian or allow your agency to offer live chat support.

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Benefits

  • Better access to information for constituents.
  • More productivity: With fewer calls coming in, your staff will have more time for other important tasks.
  • Cost savings: Agencies with a Chatbot saved an average of $2,583 in FY23.
  • Positive feedback: Users can give a thumbs up or thumbs down, and so far, Iowans have given a lot of positive feedback.
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Services included

  • Dashboard to see all questions submitted through the Chatbot
  • Support to add and update agency questions in the Chatbot.
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Cost

IOWAccess has funded agency participation.  To further discuss how you can benefit from using Live Chat or Chatbot, submit a ServiceDesk Plus request for Citizen Engagement.

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