The chatbot was built for important engagement between senators and their constituents. Also, the chatbot accepts petitions and passes them to live agents in the appropriate department. We improved the speed of processing petitions and requests as far as the system has a queue solution. A throng programming library allows processing items in parallel.
Financial Benefits
Lowering costs per one engagement with voters
Lowering costs for live agents department
Goals:
Simplification of sending requests or making appointments
Increasing of audience number
Increasing conversion per one conversation
Features:
24/7 customer support
Connection with a live agent if the chatbot can’t cover the request
Collection of all petitions and requests in one database
Notification regarding the request and petition status
Embedded Google Maps for location recognition
Technologies:
Botkit is a Node.js framework, that has implemented some easy and convenient methods for working with different bot platforms and programming flow of the dialog with complicated business logic and various API integrations support.;
Twilio is a cloud communication platform that was used for SMS mailing;
Node.js + Express.js were used to build backend API for the bot that works in сhat.