1A - The Good, Bad and the Chatty: Implementing a ChatBot for Donor Support - William Reynen, Lea Ann Gross, Spring 2020 IT Pro Forum

Meeting a donor's expectation of immediacy, on-demand availability, and consistency can be the lynch pin in resolving an issue, providing needed info, or even finalizing a decision to make a gift. The University of Illinois Foundation chose to expand donor service by implementing a chatbot to complement existing, and more traditional, donor service avenues. We will take you through the idea, vendor selection, implementation and plans for the future. Hear about the challenges, opportunities and benefits of offering a chatbot for donors. See how it works, and how the donor can 'leave a message' or request a time to be contacted back to further discuss their needs. We will also share the metrics of use, donor feedback and plans for expansion beyond the core websites to other areas of the University system.