Outline what your tool can and cannot do on a landing page or at the start of your users’ chat session. For both types of tools, you should use the GOV.UK Design System to present a clear and consistent visual design. For example, include a statement that they are using an automated service and avoid using a fictional name or an image of a person. Sometimes, users struggle to spot the difference between chatbots and webchat and might get confused or frustrated.įor chatbots, it’s best to make it clear the user is not talking to a real person. You should be clear about what tools you’re providing for your users. This will help you plan and manage how your business processes will need to change to incorporate the new tool and its maintenance. For example, consider how well the tool can integrate into your business processes. To future-proof your service, outline the capabilities you want now, but also make sure the service is flexible enough for future changes. You can find suppliers through the Digital Marketplace. What type of response or decision will the user need?įollow the Technology Code of Practice to help you decide whether to build or buy a chatbot or webchat tool.What information does the user need to provide?.What can the tool do and what are its limitations?. How will this tool fit into our existing service?.You should consider some simple questions when choosing what tool you need for your service. The Information Commissioner’s Office has more information about how to protect users’ personal data and comply with GDPR. You must also comply with the General Data Protection Regulation (GDPR) if you are storing users’ personal data.
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