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Federal Provincial Territorial COVID-19 web management working group/April 13 2021 (view source)
Revision as of 15:23, 9 August 2021
, 15:23, 9 August 2021no edit summary
{{Template:FPT COVID web management Tabs}}
{{Template:FPT COVID web management Tabs}}
==Meeting information==
==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
:*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
==Vaccine feedback==
*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
==Agenda==
==Travel update, feedback==
*Shared updates to the provincial territorial travel page
*Workshopping Vaccinated traveller page
==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)
[[Category:COVID communications]]
[[Category:COVID communications]]