Chatbot enables the users, volunteers and donors to get the information easier and faster.

PROBLEM: Additional pressure on the workers of Mali Zmaj association, difficulty with accessing needed information from the already existing website

The problem is caused by frequent inquiries about basic information coming from users, volunteers and donors addressed to the staff of the Mali Zmaj association. Employees are additionally burdened with answering queries that could be answered by information available on the existing website. This increases the number of emails and phone calls that overwhelm employees which leaves them with less time to give a quality response to users who really require their help. Communication between the association and the users is difficult and requires a great deal of employees' time that could be spent on helping the ones in need and making their lives easier.

GROUPS OD PEOPLE: employees, users, potential donors, and volunteers

The group most affected by this problem are employees of the association. The association consists of 8 employees along with almost 200 permanent volunteers who perform various tasks that cover all aspects of the association's work. A large amount of inquiries about basic information slows down the work of the association. Besides employees, the problem affects the users of the association who can not be provided with help of the highest quality. Volunteers and donors are not able to find the necessary information on the existing website as they may not have enough time to spend searching the website or could even be computer illiterate. They should be capable to find the information they need quickly, but it is possible that the employees of the association will not be able to respond on such short notice as they are busy helping someone else. This makes the current work situation contradictory.

RESPONSIBLE: users, volunteers, and donors who get lost in a multitude of information

This problem is the responsibility of those who seek information that could easily be found on the association's website. The problem is intensified by different levels of knowledge and skills of computer literacy of all actors mentioned, along with the pace of life in which we seek the information we need quickly, easily, and simply.

SIZE OF THE PROBLEM: decrease in work efficiency of the association

The problem is serious and it strongly affects the work quality of employees, prevents the maximum possible assistance that the association could ideally provide to those in need, and makes it difficult for users to receive the information that is needed.

THE OBSTACLE: non-existing channels of communication

The only communication channels available are phone calls and emails. Due to a large number of telephone inquiries and the flood of emails, the quality of the association's work is decreased and work is slowed down. As the association is unprofitable, it lacks the means to improve existing communication channels. Furthermore, the association lacks equipment as well as manpower that could be used to improve the communication between employees and users.

We see this problem as one of those that appears in the development of a company, and in our case, that company is Mali Zmaj association. In order for the association to be able to implement its set goals, i.e. to help the ones in need, fast and satisfactory communication between all actors is needed. The satisfaction among all the actors is achieved by depending on each other. By solving this problem, the access to information is facilitated, donors are more satisfied, the employees are more efficient and users are provided with a more comfortable life they deserve.

Our chatbot is meant to answer general and frequently asked questions as well as share basic information with donors, volunteers, and users.

Its purpose is to reduce the number of calls, emails, and messages received by the employees of the association which will positively affect the waiting time of donors and volunteers, additionally, the association's users will get more time with the employees.

Chatbot Mali Zmaj directly affects the communication quality between employees and users of the association.