Abstract

It was difficult to condense the entirety of our project report into 150 - 250 words but it made me realize the parts of the paper that are the most important. This also acted as a good guideline to ensure that each section of our paper contained all of the necessary information.

Project Report Abstract:

Our team partnered with SafeChat Silicon Valley, an online chat and hotline which services survivors of domestic abuse with emotional support and more. To help the organization reach its goal of supporting more users, we decided to assist in implementing a texting platform, finding the optimal staffing hours, and utilizing its bilingual advocates. To start, we looked into multiple programs that allow hotlines to add on an SMS option. From this list, we decided with SafeChat that the best option would be to utilize the current host of their website, LivePerson. We found out the SMS add-on through LivePerson was already included in the plan that the organization has been paying for and so it was simple to include in their existing services. We also analyzed data from google analytics to find the times users are most active on the SafeChat website and when the most chats are received. With this information, we were able to detect the best times that the chat advocates should be available to talk. Our team researched and found that incorporating google translate with a couple of lines of code to the back end of SafeChat’s website would allow users to view the site in many languages. By reaching a larger pool of users in this way, the organization can now put its bilingual chat advocates to full use. With our help, SafeChat is now able to support more users of the younger generation, effectively staff their chat advocates, and service more non-English speaking users.