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.

Text Link

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

Launching a chatbot: Lessons from USAGov

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