Starting up smoothly — Connecting government agency information through chatbots

Suse Miessner
Oct 31, 2018 · 5 min read
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In the chatbot network, in the same channel users receive answers from multiple organisations.

Chatbots to increase customer service quality

Chatbot network concept

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In the chatbot network each organisation owns an independent chatbot. These bots are connected via a “collective brain”, so they can forward customers to the organisation in charge.

Chatbot network demo and prototype

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In the demo event, civil servants could try out the chatbot network for the first time.

Next step: chatbot network pilot

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user personas used for prioritising content

inland

Inland is a design and innovation lab.

Suse Miessner

Written by

Design & Prototyping Lead at Inland — Finnish Immigration Service

inland

inland

Inland is a design and innovation lab. Inland Design was part of the Finnish Immigration Service from the year 2017 to 2019. Since the beginning of 2020, the service designers of the Inland Design are working within the Ministry of the Interior.

Suse Miessner

Written by

Design & Prototyping Lead at Inland — Finnish Immigration Service

inland

inland

Inland is a design and innovation lab. Inland Design was part of the Finnish Immigration Service from the year 2017 to 2019. Since the beginning of 2020, the service designers of the Inland Design are working within the Ministry of the Interior.

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