When setting up your chatbot for your team, we have a few resources we recommend and some best practice guidance to provide your bot, so you will get the best answers possible.
Resources
Our partner's knowledge base - This is our general knowledge base that you can use to guide your bot on how to use the system. Depending on your bot's abilities, it may be best to copy and paste the articles into your own resource center.
Handbook for Employers M-274 - Depending on your system configuration, you may need to download the full PDF manual, or you can link to the webpage, and your bot will do the rest.
Note: If you do download the PDF for upload, keep up to date with the USCIS so you can update pages as needed.
Form I-9 Acceptable Documents - The full list of acceptable documents.
Guidance
When guiding your bot, there are a few key things we recommend.
Avoid advising on what documents to provide for the Form I-9. This is something that must be done by the employee only.
If the user is lost in the process, ask them to provide steps on how they got where they are.
Try to clarify technical language so your end users can best understand.
Use "Guardrails" instead of an empty text box, and provide Quick Reply buttons. They guide the user and prevent "I don't understand" loops.
Monitor Conversations, read the logs to see where people get frustrated.
Each AI, bot, and tool is unique and requires different things to work at its best. Check in with your specific tools team for the best guidance.