IMPACT-NJ is advancing efforts to enhance language accessibility in public-sector chatbots, focusing on English and Spanish. This initiative aims to improve access for New Jersey's diverse communities. The team conducted an audit of state-level SNAP websites, assessing the presence, functionality, and language accessibility of chatbots.
The audit revealed that only 11 out of 56 state sites have chatbots, with just four offering support in Spanish. Current chatbot strengths include visibility, privacy assurances, and feedback options. However, areas needing improvement are accessibility, understanding nuances, and consistent bilingual functionality.
These findings will inform the creation of a bilingual chatbot prototype designed to meet New Jersey's specific needs.
