Improving a Chatbot to Increase Financial Aid Applications
Washington State provides financial aid for college or career training for all eligible students, yet the use of this aid remains low. In 2019, WSAC launched OtterBot, an interactive, artificial-intelligence (AI) enabled chatbot. OtterBot provides students and their parents or guardians with real-time, always accessible guidance about the financial aid and enrollment processes.
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In 2022, the Optimizing Texting Technology through Engagement Research with Students (OTTERS) project was launched. OTTERS, funded by the Capital One Foundation, was led by MDRC and WSAC in collaboration with Mainstay. The study looks at ways to improve the chatbot to better support students and families. This report covers the first two phases of the project: User Research (Phase 1) and Redesign and Testing (Phase 2). The process, tools, and methodologies from this project are applicable to any setting where there is an interest in using chatbots as an intervention.
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Contact
Joel Bentley, Communications Program Manager
[email protected]
About the Washington Student Achievement Council
The Washington Student Achievement Council is committed to increasing educational opportunities and attainment in Washington.
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