Performance Review Chatbot

About the Program

Category: Personnel Management, Employment and Training (Best in Category)

Year: 2020

Cabarrus County had a problem with low efficiency and accuracy of several county forms. Utilizing smart SQL queries, our existing document management system, and new open source chatbot resources we save staff time and improve data accuracy. The county integrated an open source chatbot, Conversational Forms, that can be used from within Laserfiche forms. This changes the entire user experience paradigm for our county. Our previous digital forms were based on traditional paper forms with a series of boxes to fill out. There was limited ability to create a guided user experience, a limited amount of data validation, and a multistep disconnected process that increased the time needed to complete the process. The PSR chatbot created by the development team introduces a natural order to forms allowing automated processes to pull information from outside sources as it is needed and limit user input and time. The natural language and guided flow of the chatbot allowed for early user adoption and will propel our development of this technology as we move forward.