Vocational-rehabilitation chatbot
Can a chatbot give people with disabilities accurate answers about the services they are entitled to, without making things up?
The question
A state agency wanted a chatbot that could answer residents’ questions about vocational-rehabilitation services. The stakes of a wrong answer are high: the people asking are often navigating eligibility, benefits and paperwork for the first time.
Analyze
We built an evaluation set of real question types, measured where the assistant drifted from agency policy, and iterated on the retrieval and prompting layer until answers stayed grounded in approved source documents.
Present
The conversation design was tuned for plain language and short turns, with explicit hand-offs to a human counselor whenever a question fell outside the documented policy.
Impact
Conversation accuracy and task completion improved measurably over the baseline system.