How chatbots can assist or replace forms for citizens
0 likes90 views
The document discusses the challenges faced by citizens when filling out forms, highlighting issues such as confusion, inefficiency, and inaccessibility. It proposes using conversational technology, specifically chatbots, to streamline processes by guiding users, assisting with form completion, and automating data transfers. The overall goal is to enhance user experience and improve service delivery for government agencies and marketers.
How chatbots can assist or replace forms for citizens
- 2. Who are we? Helping marketers boost their conversion rates using conversational tech since 2015 Who are we? Helping state and local government agencies scale services and customer support for their citizens using chatbots
- 3. Who am I? ● Conversational Designer & Marketer ● ~4 years of chatbot creation experience ● Over 100 chatbots created Levi Worts Conversational Consultant with Tars Introduction
- 4. This is a story from my experience working on forms and listening to direct feedback from citizens
- 5. Here are the top three issues...
- 6. Who are we? Helping marketers boost their conversion rates using conversational tech since 2015 1. The form was restricted in space 2. Included a separate service with multiple conditions & selections 3. Employee’s manually entered info Citizen’s often found the experience frustrating
- 7. Who are we? Helping marketers boost their conversion rates using conversational tech since 2015 The form was confusing 1. The form was restricted in space 2. Included a separate service with multiple conditions & selections 3. Employee’s manually entered info
- 8. Who are we? Helping marketers boost their conversion rates using conversational tech since 2015 The workflow of the form was redundant 1. The form was restricted in space 2. Included a separate service with multiple conditions & selections 3. Employee’s manually entered info
- 9. The Problem?
- 10. Forms are confusing, inefficient, and inaccessible causing bottlenecks between citizens and services.
- 11. Let’s explore the problem in more depth
- 12. Forms range between simple & complex Simple Minimal fields Minimal instructions More work to resolve Complex Lots of fields Lots of conditions Less work to resolve
- 13. ● Minimal fields ○ Low barrier to entry ● Minimal instructions ○ One sentence or less ● More work to resolve ○ Employees may need to obtain additional info Simple increases attempts Complex Simple Number of successful entries
- 14. ● Lots of fields ○ Requires more time for the citizen ● Lots of conditions & selections ○ Confusing, lower completion rates ● Also more work to resolve ○ Manual data entry for employees Complexity increases context Simple Complex Work required by employees
- 15. Tactics to solve this problem
- 16. Who are we? Helping marketers boost their conversion rates using conversational tech since 2015 Step citizens through the process ● Present and explain each critical step ○ User chooses when to move forward ● Branch users based on conditions ○ The chatbot is built like a flowchart ● Onboard citizens to the whole process ○ Communicate how the full process works
- 17. Who are we? Helping marketers boost their conversion rates using conversational tech since 2015 Assist citizens when filling out forms ● Replace the info icon link to launch the chatbot ○ Deliver interactive, curated information ● Ask questions to determine their conditions ○ Provide an engaging and relevant experience
- 18. Who are we? Helping marketers boost their conversion rates using conversational tech since 2015 Replace forms all together with chatbots ● Great for simple services and updates ○ Guide the user while they submit their info ● Check conditions up front to tailor the experience ○ Determine if the user is qualified first ● Automate the backend data transfer ○ Eliminate manual data entry
- 19. The key to information gathering is to keep it as relevant, accessible, and streamlined as possible.
- 20. Questions?
- 21. Contact us! 1 (408) 617-9159 levi@hellotars.com https://hellotars.com