'Know Your Drone' Chatbot for the Civil Aviation Safety Authority (CASA)

Client: Civil Aviation Safety Authority (CASA)

Problem:

CASA needed an effective way to educate the public on safe drone usage and address questions regarding new legislation requiring drone registration. The challenge was to design a chatbot that could provide accurate information and guidance on various drone-related topics.

Solution:

To tackle this challenge, I took the following steps:

1. Discovery Phase:

• Conducted on-site design discovery workshops with CASA in Canberra to understand user needs and regulatory requirements.

1. Design & Development:

• Developed guided dialogue flows covering essential topics such as:

• Safe drone flight

• Obtaining a drone licence

• Registration requirements

• Drone rules and regulations

• Wrote all chatbot content to ensure clarity and accuracy.

• Trained the Natural Language Understanding (NLU) model to handle approximately 60 different intents related to drone usage and legislation.

1. User Acceptance Testing (UAT):

• Organized an on-site UAT workshop where CASA staff interacted with the chatbot.

• Gathered feedback and identified opportunities for optimisation based on user interactions.

Results:

• Achieved a high Customer Satisfaction (CSAT) score of 70%.

• Achieved a containment rate of 48%, indicating effective handling of user queries by the chatbot.

• Contributed to the inception of the 'Know Your Drone' program and portal, which has become a go-to resource for recreational drone pilots.

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This project highlights my ability to design and implement chatbot solutions that meet regulatory requirements while providing valuable educational resources to the public.