Today we have launched the new and improved version of our cybercrime fighting chatbot!

A unique tool to support victims of cybercrime & online harm

Our chatbot is unique. It is a custom built tool to guide victims of cybercrime & online harm through the process of identifying what has happened to them and connects them with immediate help. The chatbot brain is a diagnosis engine that can take a plain English description from a user and map it to a known type of cybercrime. This enabled the user to get the right help quickly.

Since its launch in November 2018, the chatbot has helped over 13,500 people and currently helps around 600 people per month. It is available 24/7 and allows the user to remain anonymous. By not making individuals identify themselves, it allows those who would not normally come forward to get help.

Our chatbot is a key component of how we are going to be able to achieve of mission of ensuring that all victims of cybercrime & online harm get the immediate, expert help then need when they fall victim.

What improvements have we made?

The chatbot hadn’t changed much in its first four years and was in need of an overhaul. As chatbot technology and understanding of user experience best practice has evolved, it had become clear that there was some changes we could make that would improve the experience of our victims.

In the new version we have:

• Upgraded to a smarter chatbot conversational AI platform that helps us get the most out how we can prepare the chatbot to have a natural conversation with our users.

• Shortened the user journey from the description of issue stage to the help stage.

• Changed the way we present the possible cybercrime type matches and allowed the user more freedom in exploring.

• Provided more support from the chatbot on the guide pages where we send users who do not want to - or need to - speak to one of our expert volunteers.

• Brought the look and feel up to date and modernised the chat interface itself.

Here is to many more years of the chatbot helping in the fight against cybercrime & online harm!