I don’t understand you – Error handling as a key aspect for conversational design for chatbots for public services

Abstract

Chatbots have been increasingly adopted in the public sector domain to support or provide public services. As a new kind of interface they provide a natural language access that is available 24/7. However, the application of user-centred development models for chatbots in order to achieve a good usability and user experience is still little used.This paper presents a case study for a chatbots project together with back-ground and requirements and uses this example to research recommendations on the process model, methods and evaluation techniques for user-centred design. Our research focus is how chatbots and conversational design support public services.