IMPACT-NJ is working to promote language equity in public-sector chatbots, with a focus on English and Spanish to improve accessibility for New Jersey’s diverse population. As part of this initiative, the team conducted an audit of state-level SNAP websites, examining chatbot presence, functionality, and language accessibility. Only 11 out of 56 state sites featured chatbots, with just four offering Spanish support. Strengths of the current chatbots include visibility, privacy assurances, and feedback options, but areas for improvement include accessibility, understanding nuances, and consistent bilingual functionality. These insights will guide the development of a bilingual chatbot prototype tailored to New Jersey’s needs.
Read the full blog post on New Jersey State Policy Lab’s website