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| {{Template:FPT COVID web management Tabs}} | | {{Template:FPT COVID web management Tabs}} |
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− | ==Meeting information== | + | ==BC’s Chatbot== |
− | Tuesday April 13, 2021 - 1:00 PM to 2:00 PM
| + | *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 |
| + | :*Knowledge bases |
| + | :*Intents - using about 200 intents |
| + | :*Supports other languages |
| + | *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 |
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− | *Join meeting via Meet:
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− | https://meet.google.com/sqv-xykt-wag
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− | Join by phone
| + | ==Vaccine feedback== |
− | +1 647-734-3101(Canada)<br>
| + | *What to expect content for at the appointment and after vaccination |
− | 636 359 639# Pin
| + | *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 |
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− | ==Agenda== | + | ==Travel update, feedback== |
− | #BC’s Chatbot
| + | *Shared updates to the provincial territorial travel page |
− | #Vaccine feedback
| + | *Workshopping Vaccinated traveller page |
− | #Travel update, feedback
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− | #Discussion item:
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− | ##Guidance on quarantine rules for variants, differences between provinces/territories
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| ==Notes and action items== | | ==Notes and action items== |
| * Presentation: [https://drive.google.com/file/d/1xzniNHHUso1CxjXGqLs9oppq3b3ZPthq/view?usp=sharing B.C. Government Chatbot Project Overview] (Google slides) | | * Presentation: [https://drive.google.com/file/d/1xzniNHHUso1CxjXGqLs9oppq3b3ZPthq/view?usp=sharing B.C. Government Chatbot Project Overview] (Google slides) |
| [[Category:COVID communications]] | | [[Category:COVID communications]] |