Hope Chat AI

Breathing life into Hope Chat

Hope’s main job is as a virtual helper on DomesticShelters.org. As an AI assistant, Hope is always available, 24 hours a day, 7 days a week, 52 weeks a year. It never needs to take a vacation or call in sick, which is particularly helpful for DomesticShelters.org’s mission to help advocates and survivors of domestic violence; we all know that crises can and do happen outside of regular business hours.

The technical anatomy of Hope Chat AI

As a specialized AI chatbot, Hope needs to be trained to provide only relevant information and not confabulate. To do so, we start with a large language model (LLM) hosted by OpenAI. We then apply meticulous prompt engineering and rigorous testing to ensure that Hope only “talks about” the information it has access to in an approachable, assuring tone that empowers users without suggesting explicit action from them.

To limit AI hallucinations, we rely on a technique called retrieval augmented generation, or RAG. Though the process by which RAG works is quite technical, fundamentally, it is a prompt-augmentation technique that works by sourcing information from a custom database from which the LLM generates an answer. Essentially, RAG anchors the LLM’s response data to this custom database, so it will only generate answers based on highly specific, customized data.

In Hope’s case, the custom database is based on the resource library and location directory at DomesticShelters.org.

Designing a cheerful visage for Hope

Our web design team developed all of the branding for Hope’s appearance, including the imagery, display, and animation that supports the user experience. A non-threatening, gender-neutral sun character was chosen to reinforce the message of receiving hope.

Additionally, the AI chatbot was designed to be skinnable, so when Alliance for HOPE International decides to use it on other platforms or related websites, it can easily blend into its surroundings. 

The largest database of its kind

One of the most important resources DomesticShelters.org offers to its audiences of survivors, advocates, and allies is its extensive location directory. This database contains detailed information about domestic violence shelters worldwide, and its location search feature allows visitors to search for help using natural language. For example, rather than choosing filters like “location” or “language” from a dropdown menu or scrollable list, users can search for “programs near Montreal that speak Québécois French and can help me find a job.”

We use this database alongside DomesticShelters.org’s library of over 1200 articles (all proudly human-written) to provide Hope with high-quality, up-to-date information that it can use to answer questions and offer advice. As a result, visitors in need of location-based services and information no longer need to search the directory or library themselves: Hope retrieves relevant location data and resources in mere seconds. 

Conversing with Hope Chat

To make the experience more authentic and engaging, we tested many different ways to start “conversations” with Hope. Since many people aren’t sure what they need when they begin searching for help with a domestic violence issue, emotional safety nets and plenty of information are paramount. The result is that Hope “talks” first and provides information about what it can/cannot do right away, so users feel assured in getting the information that they need safely.

Another important safety feature of Hope is a quick escape that deletes all evidence of the conversation from the browser and closes the chat window. This function works by simply closing the tab or using the button on the page, providing essential privacy for those who may be searching for help close to their abusers.

Hope ahead

This is just the beginning for Hope Chat AI. Though this chatbot is new, its impact is certainly already felt, and we are HOPEful for its bright future. 🌞