Patty - Chatbot design

bot Chatbot vui trento pat Data Open Data hackathon

OpenData-HackaBot 2019 is a 2 days hackathon that uses chatbot technologies
to spread the culture of data through the use of open data from the Autonomous Province of Trento.

#1 Client Brief 🎯

The challenge that our client has assigned us is to create a chatbot that helps companies access the province's online services. Users want an easy access to the modules and procedures required for specific business events such as requests for contributions or authorizations.

#2 Conceptualization 👁‍🗨

Our client provided us with a large dataset of open data. Starting from these data, we have defined a conceptualization that distinguishes the types of companies, of services and of endpoints (output to be provided to the chatbot user).

#3 User testing 🔍

We performed tests with users based on the 'Wizard of Oz' methodology. This strategy allowed us to test the real needs of our target users and the different ways they interact with the chatbot even before we have developed it.

The test results allowed us to distinguish two types of users: those who want to get right to the end through specific questions and those who want a hierarchical interaction step by step. Users have pointed out the importance of receiving answers that reflect the 'knowledge' of the questions and to be able to request information on filling of the fomrs and on authentication methods (SPID and digital signature).

#4 PATTY 🙋‍♀️

So we created PATTY (Provincia Autonoma di Trento To You), the chatbot that takes the user by the hand and takes him to the online forms he wants to fill out for his company.

PATTY can answer specific questions but also guide users step by step. She can also provide cross-sectional information regarding the Spid and digital signature and can also pass the chat to a human operator.