It is important to trademark the name and icon or other branding you may use to avoid potential future litigation. They had multiple name choices but Aidan resonates with “aid,” and it was also a name that wasn’t trademarked. The Federal Student Aid team created the Aidan persona after talking with their customers. In addition to usability testing, the teams also recommend listening to your customers to see if they report issues-whether via contact centers, on social media or other channels-to be able to fix any issues in a timely manner. They conduct testing on both desktop and mobile, and have been able to conduct it while most people are working remotely. His team conducts frequent usability testing on Aidan to learn how to improve the product. You might have all the data in your operational reports, but you can learn a lot from the qualitative data you get by observing somebody using your product, Marinez said. Test and retestĬonducting user research and usability testing before launching the chatbot has been crucial for the teams’ success. Aidan is currently available for authenticated users only, and in the near future, Aidan will be available to all unauthenticated users on. They installed the platform in the FSA FedRAMPed environment, built it, and trained it. So, the team reviewed their options and chose an open-source conversational AI platform. This required integration with their existing legacy system, so their chatbot solution had to be compliant with FSA’s cybersecurity and privacy regulations.Ībraham Marinez, director of the Product Design Group at FSA, said that when they started the project, there were no FedRAMP-authorized chatbot solutions available. When the team at the Federal Student Aid (FSA) started designing Aidan, their virtual assistant, they decided that providing information about a customer’s account – such as a loan balance – was very important for success. Engaging with your agency’s privacy officer and CIO early in the process can help make the decision process smoother. Some important requirements to consider when deciding on a chatbot solution are if the chatbot collects any personally identifiable information (PII), if it integrates with other federal systems, whether it needs a FedRAMP authorization or it might require an Authority to Operate (ATO). Such an approach can allow a team to get off the ground faster. Unlike the USA.gov team, the AskTSA team purchased an off-the-shelf chatbot solution. Now our time to reply and answer a question is less than two minutes” said Burl. By the time we would answer that question most people were already on the plane and flying and it was too late. “When we first started … we had a 1.5 hour wait time just to answer a question for someone standing in line at the airport. The bot has dramatically reduced answering time and increased customer satisfaction score. They noticed that questions about prohibited and permitted items on an airplane were easy and thus prime candidates for automation. TSA social media manager Janis Burl said that to prepare for AI use, her team broke down the questions they received to see what was redundant versus what was more complex and needed a person to answer. The team’s goal is to be able to respond to the traveling public with travel-related questions and ease the burden of the checkpoint. In the case of Transportation Security Administration (TSA), the team managing AskTSA on Twitter and AskTSA on Facebook needed a faster way to answer questions from people on their way to board a plane. Marietta Jelks, USA.gov research lead, suggests that one way to start is to ask: “Do you have somebody on your team comfortable with or able to create the logic - if this, then that - on all the different response paths who can understand what the words and language will be to go with that?” The USA.gov team built the chatbot internally, using human-centered design and already available technology. You can test out the solution, and see how well it is adopted by your users. Tapping into already available technology can provide an easy way to get started even on a smaller scale. This type of approach has a more straight-forward setup than one involving processing free-form text entered by users. After talking to the users who engaged with the site through various channels, the team realized that breaking into AI with a chatbot by using a question-answer format would be a good solution. General Services Administration (GSA) was charged with improving the USA.gov content for users who look for information on scams. A team in the Technology Transformation Services (TTS) at the U.S.
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