Abstract: Meet your new customer service agents

Benefits of a Chatbot Pilot Program – White Paper

How a chatbot pilot approach can help manage scope and costs
Ravi Jackson

Public Sector Business Consultant

Ravi Jackson

April 27, 2021

During the pandemic, the public sector had to adapt almost instantly to provide citizens with virtual access to services. As a result of this sudden shift, departments needed to provide consistency in internal operations, as well as meet the demand for better online customer service. One popular solution has been the adoption of chatbots or virtual assistants. These tools are continuing to be embraced in the post-pandemic world. According to Business Insider, the global chatbot market is anticipated to grow nearly 30% by 2024.

So what exactly is a chatbot? In short, it’s a tool that often leverages Artificial Intelligence (AI) to simulate and process human interactions. Virtual assistants, such Apple’s Siri or Amazon’s Alexa, and customer service chatbots can be programmed to converse with users via text and voice, allowing citizens to more easily interact with a department’s information or services.

Development of an effective chatbot can range widely in time and cost, so to prevent overspending, it’s vital to determine what style and features will best match the situation. As we have found, the planning and implementation of a chatbot pilot helps to define the ideal solution, and refine the features needed to be most effective for the core audience(s).

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Chatbot Pilot White Paper


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