Chatbot content for the Acquia Optimize policy bot

Problem

Our Support team was receiving a large volume of requests for help from users who are creating accessibility policies for their websites using Acquia Optimize (formerly Monsido).

Project goal

This project had two goals:

Reduce the number of support tickets submitted for help with creation of accessibility-related policies. Create a bot that can help users create and update policies and add new ones.
Start and release it in one quarter (Q4 2024).

Policies are applied by customers to their websites and allow them to find potential issues in their content (e.g., outdated wording, use of terminology that isn't accessible, alignment to brand styles) and rectify those issues before problems arise.

Where I came in

I was tasked with:

Digging in to conversational design principles
Benchmarking other bot experiences
Determining the most popular policies created or that users needed help creating via support tickets
When possible, aligning content for the policy bot to content that was used in our existing (new) product bot, Copilot
Creating new responses that could be re-purposed in Copilot

Roadblocks

There were really no roadblocks because much of what was needed was already developed or created. Leaders were fully onboard with making time for work on this project.

My own personal "roadblock" was getting up to speed quickly on policies and their purpose. Acquia acquired Monsido in January 2024 and the product is quite large. I'd had exposure to areas of it through the year through other projects, but not to policies.

Collaborators

I collaborated with product design, product managers, machine learning developers, additional engineers, and our other content designer.

There were meetings with from PMs and engineering to show the current policy creation process, including customer painpoints, and to share how the bot was intended to work.

From there, I connected with our product designer to walk through updated designs in Figma and determine the content and its location in the bot.

Results

Since this was released so recently (December 2024), I have only this data (for now): There was a 94% reduction in accessibility issues on the University of Colorado - Colorado Springs homepage. Learn more in Acquia's blog post on UCCS' success with the policy bot.

The output: Acquia Optimize policy bot

The GIF below shows the content used in the new policy bot.