Research Questions/Answers & Routing

[miklb]

We will need to interface with Metropolitan Ministries to find out what are the common questions the bot could answer (hours, locations, etc) and what other questions should be routed to the appropriate channel.

[sxkosone]

Metropolitan Ministries get a questions mostly via phone and FB messenger. This list is based on email correspondence with MM and their call logs.

Most common inquiries, not in order:

1. How can I apply/receive housing/rental assistance?
2. What documents do I need to bring with me (when coming to receive assistance??
3. What are the hours of operation?
4. What are the directions?
5. How can I get holiday assistance?
6. How can I volunteer?
7. How and where can I donate clothes?
8. How can I donate?

The Metropolitan Ministries use all together 15 different categories to track their inquiries.

All inquiries by categories

How can I receive help?

• Food
• Clothing
• Housing
• Rent Assistance
• Utilities
• Legal Services
• Bus Pass
• GED Classes
• Employment Lab
• Food Stamp Assistance

How can I donate?

• Inkind donation
• Monetary donation
• (Donation) Pick-up

Other

• ID
• Misc.

Should you look at the call logs spreadsheet, you'll find also details about where they redirect inquiries and how they answer questions.

[sxkosone]

Next we will need to

1. generate list of words that will trigger the bot recognize all of the most common questions.
2. script answers to each of the most common questions.
3. Script answers to provide the individual with contact information to the responsible department/employee/volunteer, or alert the communications team to hop onto the conversation.

[miklb]

that's so great they have that data. The bolded words in the first list will make great intents for the NLP.

[miklb]

@sxkosone those would make excellent individual issues, some of that might cross over with what @golfoclock is working on in #6 as well.