Understanding Chatbot and Live Chat

Topics:

Digital Resources
Back to top

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 even transfer visitors to live chat with a State Reference Librarian or allow your agency to offer live chat support.

Back to top

Benefits

  • Better Access to Information for Iowans!
  • 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 lots of positive feedback.
Back to top

Services included

  • Dashboard to see all questions submitted through the chatbot
  • Support to add and update agency questions in the chatbot.
Back to top

Cost

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

Back to top