This session is facilitated by Anna Iosif, Romina Suarez
About this session
The potential of chatbots in engaging people with digital services is fully recognised; however, the reputation of this technology remains rather questionable.
During the last Kenyan elections, we deployed a chatbot to help people submit reports of violence and misconduct experienced in the polling stations. The chatbot was visited more than 3,000 times but there was a clear mismatch between the users perception of the technology and its design, and a low number of usable, high quality reports.
We will go over our findings when studying the interactions with the chatbot and design a chatbot for incident reporting using the best practices we discovered during our work to improve community resilience.
Outline:
- An introductory presentation about the research done and the outcomes of it.
- A workshop session to brainstorm what we expect from a chatbot, design a script and configure it accordingly to manage incident reports.
Goals of this session
The participants will learn about chatbot design and the impact of the design decisions we make when creating chatbots that need to be accessible for folks of all skill levels. We will come out of the session with concrete ideas and a script for a new chatbot for Code of Conduct violation reporting.