Since its launch last October, the chatbot has been used 4,380 times, which has significantly reduced the strain on the charity’s helplines. Project: Campaign Identity and Chatbot Client: Shelter Scotland Design: 999 Design. It covered presentations on ATJ Bot on Tennessee’s Help4TN website, coloured blue and also Chicago’s Rentervention bot, coloured red as above and previously covered in an earlier post. You can use “off the shelf” products like ChatFuel to power the questions and answers, or Microsoft provide a bot framework to build a bot that can integrate with your website or with Facebook messenger. Each question typed by a user gets mapped to an answer in the LUIS. Sycamore Lane Elementary School is a shelter, and is usually the second shelter to be opened. During the three months of the initial campaign, there were over 6,500 interactions compared to 4,000 users of Shelter Scotland’s Live Chat service over the last year. Shelter Scotland was commissioned by the Scottish Government at the end of 2017 to raise awareness of Scotland’s new private residential tenancy to landlords and tenants. Shelter Scotland Scotiabank House 6 South Charlotte Street Edinburgh EH2 4AW. All things considered, an FAQ bot is pretty limited in what it can answer. I'm here to make complicated things easy. is at the start of the chat but this is an act of self-preservation more than anything. NEWS: Chatbots.org survey on 3000 US and UK consumers shows it is time for chatbot integration in customer service!read more.. NEW HOUSE RULES. Shelter invited us to conduct a five-day UX Lab at their offices in Old Street to research, design and test ideas for the new product. Shelter, the National Campaign for Homeless People Limited Charity number 263710 (England & Wales), SC002327 (Scotland) Company number 1038133 6 South Charlotte Street, Edinburgh, EH2 4AW What is Chatbot Adoption Really About This article is not about features or benefits of a chatbot. ... and the Shelter Scotland digital team. The transcripts also show us when demand for the service is, and so far, we’ve had a few chats outside of our opening hours, which if done right can provide an essential life line to people when there isn’t a real person available. Another preferred long-form content which covers the topic in its entirety. They’re right of course, a bot can only provide bite-sized content, so link out to deeper information if you have it. Advisers are available to respond to more urgent queries.”. The first incarnation of Shelter’s bot scheme was initially conceived at a hackathon. While they weren’t against using a chatbot, they couldn’t help but think that important information is being left out. It's built on the IBM Watson Ads … The new PRT improves security for tenants and provide safeguards for landlords, lenders and investors. Spurred on by the success of Ask Ailsa, Shelter Scotland is running a hackathon in Edinburgh at the end of March to develop additional solutions to the current private renting situation in Scotland. We worked with them to develop a creative concept and design approach - plus a digital solution in the form of a friendly chatbot - to handle a huge upsurge in questions following a change in legislation. During our own testing, we squashed some obvious bugs to do with the flow of questions and the placement of buttons, but one thing that surprised me was that some users just wouldn’t engage with a bot. Keith Bartholomew, Senior Digital Officer at Shelter Scotland said that Ailsa was currently in stage two of development, which will introduce natural language programming and allow for a greater number of queries. Charity number 263710 (England & Wales), SC002327 (Scotland) This article is not about us, how amazing we are, and the cool stuff we have built. Ailwyn worked as the primary developer in the Shelter Scotland head office, coordinating front-end development. As Keith Bartholomew, Senior Digital Officer at Shelter Scotland said: "The chatbot allows people to self-serve and find out the information online, rather than phone our helpline. People found the chatbot useful, but we wanted to see if people would respond better to a bot that processed natural language. Increased civic engagement Northern Marine Group . The language model does a pretty good job of routing questions to answers and it deals well with misspellings and truncated questions. This guide explains how to go about getting housing from the council or a registered social landlord (a housing association or housing cooperative) How do I get a social rented tenancy? From our chatbot Ailsa’s interactions, only 5.5% of the audience asked for contact details of the Shelter Scotland helpline which means that of those who contact Shelter Scotland by initiating the chatbot, there was a 94.5% reduction in calls to the helpdesk, reducing pressure on the helpline to deal with more Context Edit. This response can come from a human, or a chatbot, or a combination of both. What about local dialects? It’s important to consider your audience before you start planning your bot project. Social Housing. Campaign Identity, Landing Page & Chatbot. Our free national helpline is available 9am to 5pm, Monday to Friday and advice seekers also have the option to speak to someone using live chat – but both of these channels are already under pressure and we receive more calls that we can answer. Ailsa started her life as what’s commonly known in the industry as a frequently asked questions (FAQ) chatbot. Shelter is a registered charity that campaigns to end homelessness and bad housing in England and Scotland.It gives advice, information and advocacy to people in need, and tackles the root causes of bad housing by lobbying government and local authorities for new laws and policies to improve the lives of homeless and badly housed people. It got us thinking, could a chatbot help us alleviate the pressure on our helpline during this activity and in the future? It is often seen as simple and accessible as users do not need … Continue reading “Webchat” The first incarnation of Shelter’s bot scheme was initially conceived at a hackathon. The above are both being run by staff who are now WFH. Given the success of the first phase (as reported in Econsultancy), the client wanted to take the project further by. Ailsa, another housing advice chatbot at Shelter Scotland, tells people who she (it?) You can post photos on social media, using the hashtag #SocialMediaSanta, and tagging the Shelter Scotland account (@ShelterScotland on Twitter, Facebook and Instagram). In the first phase of this project, 999 worked with New Now to deliver a chatbot, using a guided conversation style, that was able to answer tenants’ and landlords’ queries about the new Private Residential Tenancy. Get our insight into the latest policy reports and stats, stories of how we've helped or simply find some great housing advice. Last year we received a whopping 227 gifts – lets see if we can smash that total in 2014! The private residential tenancy gives tenants and landlords more rights and responsibilities and more security in their own home. Users wanted to ask their own questions in their own way which posed its own set of potential pitfalls. Our world is changing. We knew that the activity that we planned to raise awareness could potentially cause lots of people to have questions about the new tenancy. 999 were tasked with helping Shelter Scotland communicate changes to housing legislation affecting landlords and tenants.. As part of the New House Rules campaign, New Now developed a chatbot using the Microsoft Bot Framework, able to answer tenants’ and landlords’ queries about the new Private Residential Tenancy. The concept behind Sheldon, Ailsa’s predecessor, was to create a bot that would theoretically be able to answer people’s queries about private tenants’ rights in Scotland. Clarion Group . Get advice. Social Housing. To engage Scottish tenants and landlords with new legislation coming into effect in 2017, Shelter Scotland received a government grant to generate awareness around the reforms. 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