Visit Salt Lake launched AskVSL, a virtual assistant chatbot, in April 2020 to optimize their web experience and reach a digital-first audience not likely to get information from their Visitor Center. Within weeks, COVID-19 led to the furloughing of most VSL staff and drastic cuts to their entire budget.
Using AskVSL, Visit Salt Lake was able to:
- Answer frequently asked questions, including questions related to COVID-19, while much of the VSL staff was furloughed and the Visitor Center was closed.
- Identify areas of their website where new content was needed, including COVID-related content about; what’s open, travel restrictions, and local safety requirements.
- Provided an engaging experience 24/7/365, even when human staff was extremely limited.