Difference between revisions of "Federal Provincial Territorial COVID-19 web management working group/April 13 2021"
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{{Template:FPT COVID web management Tabs}} | {{Template:FPT COVID web management Tabs}} | ||
| − | == | + | ==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 | ||
| − | == | + | ==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) | * 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]] | ||
Latest revision as of 15:23, 9 August 2021
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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
Travel update, feedback
- Shared updates to the provincial territorial travel page
- Workshopping Vaccinated traveller page
Notes and action items
- Presentation: B.C. Government Chatbot Project Overview (Google slides)
