Federal Provincial Territorial COVID-19 web management working group/April 13 2021

BC’s Chatbot

Bold COVID-19 in intro text to emphasize types of info available
Tell people not to enter personal info and that conversations are not monitores - still get some people not understanding
Partnership with BC CBC - share a mega agent - the agent pulls from both sources to provide answers, and cites the source of whichever answer it chooses
Used Google dialogue flow

Non-conversational for now - simple question/simple answer, it doesn’t remember
Challenge - when answer is too long it defaults to the bottom so they put key messages at the end of the answer instead of the beginning
Requires daily monitoring and training of the AI - 1-2 hours every day
Team of 4 (not enough) compared to web team for COVID is 2-3 resources
Use low confidence scores to help prioritize edits
Effect on call centre is hard to evaluate as call centre numbers didn’t really change, but maybe the chatbot helped avoid a spike?
Chatbot is useful as a navigation aid, would love to integrate with a live agent chat eventually
Lesson learned: it doesn’t reduce effort - it’s a NEW SERVICE CHANNEL and you have to manage it accordingly
Quebec has seen that people use their chatbot as an intelligent search engine

What to expect content for at the appointment and after vaccination
Sitting at about 68% mobile
Top google searches = each of the vaccines
Vaccine hesitancy working group meeting weekly
A lot of traffic to ON vaccine page - reflects high population of ON
Quebec page on hesitancy used to be primarily desktop traffic, now moving more to mobile as younger people become eligible
Also have seen interesting difference in people expressing hesitancy re vaccine vs so many people lining for appointment-free vaccination clinics