As you may already know if you’re following this blog, we recently released the TfL TravelBot on Facebook Messenger. If you haven’t read them yet, Steven and Charul’s posts will give you a bit of background.
Check out TravelBot here or search for TfL TravelBot in the messenger application. In this post I will explore the reasons for introducing a conversational bot and our learnings around the design of conversation.
Diverse backgrounds, cultures and lifestyles mean that we all use different words to talk about things. This can become frustrating when you’re trying to find something on a website.
In our team, we try to label things in a way that most users will understand, but are well aware of the fact that we will never be able to cater for everyone. This means that some users have to change the way they think to match what they are looking for.
We’re proud to introduce our Facebook Messenger TravelBot, which has the ability to provide updates on bus arrivals as well as Tube and bus status updates.
Through our two Facebook pages – the main TfL page and the London Underground page – we deal with a huge number of queries every day, and we wanted to make it even easier for customers to get our information on the Facebook platform in a way that’s fast and straightforward. With the open data in our Unified API already helping to provide live information on many services like third-party apps and Twitter alerts, we hope this will be another big step towards enabling customers to quickly and easily access the information they need via social media.
Over the last few months we’ve received lots of useful feedback on some of the buses-specific features on our website, and we’ve noticed some recurrent themes. We’ve worked hard to act upon your feedback in as short a time as possible, and in this post I’ll address some of your key questions and concerns, as well as what we’ve done about them.
Having listened to your feedback on this blog, we’ve made improvements to the tools available to bus users and hope this will improve your experience