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.

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.

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.