Optimizing Chatbots: How One State Leveraged Virtual Agents to Improve Constituent Service

Abstract

This case study explores how the state of Mississippi optimized and implemented their MISSI chatbot to answer constituent questions and ease the workload on call center personnel. The case is discussed through three core benefits of optimized chatbots: Better constituent service for simple information requests; More thorough human assistance on tough-to-answer questions; and Analytics data for continuous improvement. (Note: Access to content may require you to provide an email address or other contact information)