Campfire decided to build a chatbot for the employees of the European Parliament, published on the EP intranet. The purpose of this chatbot is to provide support and follow-up for questions regarding work and health when working at the EP in times of corona.
During March of 2020, with Covid-19 expanding globally and teams and workforces worldwide shifting to a working-from-home policy, communicating clearly and appropriately became more important than ever to ensure a smooth transition.
With big changes come many questions and making sure everyone gets a fast answer to their particular situation becomes ever important to decrease anxiety and to help stop further spread of the virus by communicating best practices and precautionary measures clearly.
But with services overwhelmed by questions, a bottleneck is formed, and it becomes increasingly difficult to answer every question.
Thanks to an initiative from the ITEC unit, Campfire decided to build a chatbot for the employees of the European Parliament, published on the EP intranet. The purpose of this chatbot is to provide support and follow-up for questions regarding work and health when working at the EP in times of corona.
It is supporting most frequently asked questions and, with rapidly changing information, can give regular updates to people in need of support. For more complicated or specific cases, especially when it’s about health, we offer direct access to the right person of contact for each specific situation. This reduces the impact on services and allows a more efficient flow of information between different stakeholders.
In a week's time, we were able to build a first solution, covering more than 50 types of questions related to the coronavirus.
With a constantly evolving situation, so do the questions that are asked and the chatbot that we build. With chatlayer technology we monitor the conversations daily, and rapidly update the content that is not yet covered. In that way we ensure everyone is up to date with the latest pieces of information.