By: Andy Paroff

Meet Emma
If you ever happen to visit the website for United States Citizenship and Immigration Services (USCIS), you might notice a friendly-seeming face pop up in the corner of the screen. That face belongs to Emma, a “computer-generated virtual assistant” who can “answer your questions and even take you to the right spot on [USCIS’s] website.”
What is a chatbot?
The existence of pop-up chatbots such as Emma is relatively old in internet terms, some of them have been around for a decade or more. In fact, Microsoft’s Clippy came to their Word software in 1996, giving many computer users a bad first experience with virtual assistants. Today, chatbots usually appear on websites, asking how they can direct you to what you are interested in finding. Chatbots can be a helpful and interactive alternative to making a call or sending an email. However, one does not generally expect to see a chatbot on a governmental agency website, especially when that agency is often roiled in accusations of human rights abuses and other controversial debates. The smiling face of a chatbot might make someone feel they can share information they otherwise might not share with a USCIS agent over the phone or in person. But what information does Emma gather and what information does Emma retain when one is done using its features?



