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The Commonwealth of Massachusetts partners with NeuroSoph to implement its Specto AI platform and deploy an intelligent conversational AI chatbot that provides secure and accurate COVID-19 digital information and services to its constituents.
Inside the Commonwealth of Massachusetts, the Executive Office of Technology Services and Security (EOTSS) is the state’s leading agency for technology and innovation. EOTSS’s mission is to provide secure and quality digital information, services, and tools to constituents and service providers when and where they need them.
The COVID-19 pandemic presented significant uncertainty and challenges across the world. It accelerated changes across organizations and strongly impacted the daily lives of many citizens. In a time where information is widely available (both accurate and inaccurate), citizens were looking for information and assistance from official channels to help guide them through this period of uncertainty. As a result, mass.gov experienced significant spike in traffic and its 2-1-1 hotline – for non-emergency assistance – was overwhelmed with an influx of calls and questions about vaccines and COVID-19.
The Commonwealth of Massachusetts and EOTSS partnered with NeuroSoph to install and configure the Specto AI (artificial intelligence) platform. NeuroSoph’s cutting-edge Specto AI platform builds secure and enterprise-ready conversational AI chatbots. Furthermore, these intelligent AI chatbots are trained on industry-specific data to enable them to understand the nuances of each industry. Using Specto, a highly scalable and fault tolerant intelligent conversational AI chatbot solution was deployed on mass.gov.
Using a 5-stage iterative process with EOTTS, NeuroSoph successfully implemented the Specto AI platform and launched a conversational AI COVID-19 chatbot that provides frequently asked questions (FAQs) and important information about COVID-19 and vaccines to the constituents of the Commonwealth of Massachusetts.
| Goal | Description | Result |
|---|---|---|
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60-day implementation of Specto conversational AI chatbot |
Due to pandemic and ongoing urgency of providingconstituents of the Commonwealth of Massachusetts with vaccine information, NeuroSoph needed to operationalize the Specto AI chatbot within 60 days. |
The Specto AI COVID-19 chatbot was rolled out in 60 days on mass.gov. |
|
Withstanding heavy traffic andwebsite load |
Tests (capacity, stress, and soak) to ensureSpecto AI chatbots can handle mass.gov user load and site traffic. |
Specto AI chatbots go through rigorous performance and load testing to ensure they can handle loads from mass.gov. Performance tests of bot response time is 1 second or less. |
|
90% target for AI chatbot |
As a key measure of ROI, NeuroSoph’s conversational AI chatbot needs to answer at least 90% of visitor’s questions without directing visitors to the Commonwealth of Massachusetts 2-1-1 call centre.
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NeuroSoph’s Specto AI COVID-19 chatbot is able to answer over 92% of visitor questions without redirecting visitor. |
|
Reduce calls to Commonwealth 2-1-1 call centre |
The 2-1-1 hotline was overwhelmed with an influx of calls and questions about vaccines and COVID-19. |
Specto AI COVID-19 chatbot answers on average 500 questions per day, ~460 questions (92%) are handled by bot in an automated fashion and approximately 40 questions are directed to call centre. |
|
Data collection for feedback and continuous improvement |
Collect rich user conversational data for content development, improvements, continuous bot learning and training. |
COVID-19 chatbot collects types of visitor questions about COVID-19 vaccines and helps anticipates needs and informs bot and mass.gov content updates. |
|
Specto AI COVID-19 chatbot dashboard |
Collect data from chatbot interactions for analytics and actionable insights to improve performance. |
Real time dashboard that tracks web analytics such as: - Click rates - User demographics - Devices used - Bot analytics - In-scope vs. out-of-scope messages - User conversation history - Top bot responses |
|
Full Accessibility and 508 compliant |
Follows federal government website requirements to be safe and accessible for people with disabilities. |
Specto AI chatbots are designed to be fully accessible - 24/7, 365 - by all, including to those with disabilities. |
Citizens need and expect information as quickly as possible to make decisions and move on with their day. NeuroSoph’s Specto conversational AI chatbot is used to augment citizen interactions at scale. The Specto AI COVID-19 chatbot delivers a conversational experience, answers frequently asked COVID-19 vaccination questions, is accessible to all (508 compliant) – 24/7, 365 days – and collects valuable customer insights.
EOTSS’ partnership with NeuroSoph leverages their Specto AI platform to build intelligent conversational chatbots that expands engagement channels, provides better customer experience, and increases the customers return on investment (ROI), as well as return on data (ROD). Moreover, with the success of the COVID-19 chatbot on mass.gov, EOTSS is looking forward to continuing its strong partnership with NeuroSoph. Leveraging the Specto AI platform, they plan to implement additional intelligent chatbots with expanded functionalities into other areas of mass.gov.
The Commonwealth of Massachusetts trusts NeuroSoph to replicate its success with the COVID-19 AI chatbot and build toward a future that helps make every interaction with government easier, faster, and more secure.
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