Launching a chatbot: Lessons from USAGov

Breakout session
Wednesday, May 20, 2020
11:15 a.m.-12:05 p.m.
Room D

Chatbots can help your users quickly and easily get answers to their questions about your products or services. But how do you develop a chatbot that meets your audience’s expectations?

Using the USAGov chatbot as a case study, this session will cover how you can use the basics of user research and content design to launch your first chatbot or make iterations to an existing one. We’ll also explore ways to use quantitative and qualitative data to make iterative improvements to your bot over time.

Attendees will learn:

  • How they can launch a bot with a small team and a small budget
  • How user research will help you design the content that powers your bot
  • How to use metrics from the bot to learn what users need and make iterative improvements

Who should attend: You’d most benefit from this session if you’ve been thinking about launching a chatbot at your organization, but aren’t sure where to start. You could also benefit from this session if you’ve very recently launched a chatbot and are trying to figure out how to make improvements to make it more user friendly and helpful.

Launching a chatbot: Lessons from USAGovJessica Milcetich

Product Manager, USAGov

Launching a chatbot: Lessons from USAGov

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