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. This article is not about us, how amazing we are, and the cool stuff we have built. 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 However, the charity has since decided it is keen to develop the bot further. Checks if we have a live chat operator available if so provide the link to chat, If a live chat person isn’t available, she’ll check if our helpline is open and provide the number if it is. If you compare that to our live chat, we had around 4000 people use our 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. You no doubt have overlooked some obvious mistakes around how your creation performs in the hands of real users. However, sometimes we will delete a comment, or hold it in a moderation queue which will delay it being published. Shelter Scotland also has a Covid-19 housing advice page, that will be updated as and when any initiatives are announced by SG or Westminster. I don’t think that a chatbot can replace a real person, especially when providing essential advice but it can certainly help answer some of the basic questions your users might have, freeing up time for your advisers to answer more urgent queries. 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. ... and the Shelter Scotland digital team. charity: water. Artificial Intelligence (AI), automation, and other new technologies are already having an impact upon our organisations, our jobs, and our lives. Our COVID Q&A with Watson is an AI-powered chatbot that addresses consumers' questions and concerns about COVID-19. Co-production in action: How our group in Dundee successfully pushed for change in their city. Context Edit. What is Chatbot Adoption Really About This article is not about features or benefits of a chatbot. The Private Housing (Tenancies) (Scotland) Act 2016 came into force on 1 December 2017, introducing a new 'private residential tenancy'. The charity correctly predicted that these new rules would result in confusion for both landlords and tenants: the bot was rolled out to deal with the influx of enquiries. While they weren’t against using a chatbot, they couldn’t help but think that important information is being left out. The language model does a pretty good job of routing questions to answers and it deals well with misspellings and truncated questions. How to bring a new tenancy to an end and so on. NEW HOUSE RULES. It got us thinking, could a chatbot help us alleviate the pressure on our helpline during this activity and in the future? Clarion Group . [Beta. Shelter helps people struggling with bad housing or homelessness through support, advice and legal services. 09.00am. is at the start of the chat but this is an act of self-preservation more than anything. Charity number 263710 (England & Wales), SC002327 (Scotland) 6 South Charlotte Street, Edinburgh, EH2 4AW Authorised by the Financial Conduct Authority I'm here to make complicated things easy. 94 likes. 27 March 2018, Charity number 263710 (England & Wales), SC002327 (Scotland) There are other models out there, such as IBM Watson which is available for use and closer to home Siri and Alexa which isn’t open for public use. Last year we received a whopping 227 gifts – lets see if we can smash that total in 2014! Bartholomew said of the project: “The chatbot allows people to self-serve and find out the information online, rather than phone our helpline. It is often seen as simple and accessible as users do not need … Continue reading “Webchat” In our case, an entity could be a question related to notice periods or deposits. In 2017, Scottish Shelter (the national campaign for the homeless) responded to a Scottish government initiative to use technology. Another preferred long-form content which covers the topic in its entirety. You map out all the questions that you think your user will ask, write responses and then organise those responses like a flow chart. Scotland County has 4 designated shelter locations. The last session that I attended at the Legal Services Corporation’s Innovations in Technology Conference last week was entitled ‘Chatbots are so hot’. The model does its magic and maps what it thinks the user’s intent was, to an entity in your model. How does that knowledge accurately reflect all of the ecosystem of the organizations who provide services relevant to that need? Project: Campaign Identity and Chatbot Client: Shelter Scotland Design: 999 Design. The speed and ease with which the bot could be created was undoubtedly a big motivator, as well as the straightforward nature of user queries in the first place. Previous | Next. 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? What about local dialects? Developed on Shelter’s standalone website, this new bot is rooted in problem-solving rather than fundraising or general awareness. Shelter Scotland free housing advice helpline 0808 800 4444 (Mon-Fri 9-5). We will never tolerate aggressive or personal criticism of the blogger, any form of copyright abuse or posts that are obscene, defamatory, profane, sexually explicit, racially offensive or objectionable. Financial Times . Northern Marine Group . After Sheldon, the charity went on to create ‘Ask Ailsa’. Get switched on to Scotland’s . We’ve launched version 2 in mid-June, so it’s early days, but so far, we’ve had a mix of conversations, some successful and others too complex for Ailsa to deal with. 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