Website visitors simply click the digital assistant icon on the homepage and say what brings them to the website. Then, using conversational AI and Natural Language Processing (NLP) algorithms, Kip points people in the direction of the right resources. It recommends specific paths or content that are most relevant to the user, giving young people the help they need through a positive and efficient user experience.
Our expert team worked closely with Kids Help Phone to write the scripts and responses for the digital assistant and optimise them for the platform. The English language version was deployed in October 2020, followed by the French language version in early 2021.
And, following our comprehensive training and onboarding programmes, Kids Help Phone has all the tools and capabilities it needs to keep Kip up to date. Using the EBM platform, the team can easily add and update content or add new intents when needed – all completely independently and without needing any technical skills.
Kip’s AI and machine learning capabilities also mean that the platform will keep learning as it is used by more young people, ensuring that the user experience and quality of support continues to improve.
Results
The digital assistant has enabled Kids Help Phone to provide support to a wider pool of vulnerable young people than ever before. It receives around 5,000 messages every week, and is promoting more active engagement with Kids Help Phone’s already engaging web content.
Kip has also acted as a foundation for future innovation. It has led to additional related projects – such as building a data hub to collect data from Kids Help Phone’s different services – with new features, integrations and navigation processes already on the digital assistant’s future roadmap.