Chatbot helps improve access to government information.
March 18, 2021

Chatbot helps improve access to government information.

Dawn Connet | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

The Chatbot and Live Chat are being used at the enterprise level across more than 15 state departments. We have two additional specific department instances with their own knowledge base. The chatbot allows Iowans to more easily get answers to their questions. The chatbot can take a long government description of a service and respond with a quick and specific answer. The chatbot also allows Iowans to request a live chat during business hours to talk with a State reference librarian to get help being directed to the right phone number, website page, or contact. Using the chatbot allows state agencies to immediately understand the words Iowans use when looking for services and has helped us with translating our government language into plain language!

Pros

  • The new Entities feature has allowed us to take data buried in pdf documents on websites and make it searchable through the chatbot.
  • The Account Watcher role allows our agency users to leverage Search Optimizer to find keywords of questions and understand the relationships between questions and understand conversational paths.
  • Bold360 has allowed us to identify website usability issues in a way that we couldn't understand when using Google Analytics.

Cons

  • It would be helpful to have a dashboard view or flag in the list of knowledge articles of questions with warnings to easily cleanup and identify similar questions and issues where the chatbot needs us to be more specific.
  • We estimate that each chat interaction saves at least 5 minutes of staff time by avoiding a phone call. Based on our ROI calculations the investment in the platform paid for itself in less than a year.

Do you think Genesys DX (discontinued) delivers good value for the price?

Yes

Are you happy with Genesys DX (discontinued)'s feature set?

Yes

Did Genesys DX (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Genesys DX (discontinued) go as expected?

Yes

Would you buy Genesys DX (discontinued) again?

Yes

The Customer Relationship Manager keeps us updated on new features and helps us to implement them. This extra help and support has been awesome.
The system is easy to use. Understanding training phrases and writing for chat is a learning experience. If there were more examples of phrase your question this way, eliminate using these words, etc. would be helpful.
The chatbot and live chat features have worked well for us. What we have discovered is that many of the engagements are very specific questions like "Which prison is John Public located in?" which is too specific to be addressed by the chatbot. We need to identify which application integrations would be the most beneficial to make an investment. It's great that we have the opportunity to extend the chatbot into applications but we need to do an additional evaluation before moving forward.

Comments

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