Spinning Up a Live Chat/Chatbot Service in the Pandemic with Little Additional Resources - A Collaboration Love Story

Session Host/Speaker(s)

The COVID-19 pandemic brought an abrupt halt to in-person support for educational institutions across the globe. Like many higher education institutions, UC Berkeley immersed itself in emergency remote instruction and general operations, bringing about an urgent need to rethink who we provide support to our students, instructors, and staff. This session will present how multiple units at UC Berkeley came together to stand up a new Live Chat service with no initial project funding or staffing resources while keeping accessibility, privacy, and security in the forefront. In addition, we will talk about lessons learned from this project, our continuous evolution to bring new units onboard, and how we are making plans for 2021 and beyond.