The Arkansas state government’s efforts to serve internet users moved forward this month with the launch of a beta version of the official state website, beta.arkansas.gov, which will feature chatbot technology.
The beta version of Arkansas.gov will give users a chance to test a faster and simpler site by going to beta.arkansas.gov, trying out the site and offering their suggestions via a link at the bottom of the home page.
“Arkansas is continuing its long history of innovation in service delivery with the new state website design and Arkansas government’s first chatbot,” said Secretary of State Mark Martin whose office works with Information Network of Arkansas, the state’s digital services partner, in operating Arkansas.gov.
A chatbot is a service, sometimes powered by artificial intelligence, that allows users to interact via a chat interface on platforms like Facebook Messenger, Slack and Telegram. Chatbots Magazine described how the technology works: Say a customer wants to buy shoes from a retailer that has installed a chatbot. Instead of clicking around on the retail website, the customer can simply message the retailer on Facebook. The bot will ask what the customer is looking for, and the customer can reply by simply telling the bot.
“The redesign was prompted by feedback from users, who said they wanted to get to the information and services they needed, do what they came to do and get on with their day,” Martin said. “Because government exists to serve people, the voice of the citizen should be represented…”
The new Arkansas.gov site will launch in the fall. Initial content for the bank of automated responses to citizen questions came from a deep review of queries made through the Arkansas.gov service desk and social media.
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