As Scotland’s national provider of telephone and digital-based health services, NHS 24 has been at the forefront of providing information and care for people worried about coronavirus. The organisation has responded to the crisis by providing people with a number of options about the way they access information and advice.
One of those options is a chatbot – called Ave – that is able to answer questions about COVID-19 from the clinically approved information on NHS inform. At Ensono Digital, we engineered Ask Ave using the Microsoft Bot Framework. We collaborated with a number of other organisations, including the team at Cancer Central who came up with the the concept of a Q & A chatbot for NHS 24.
When we started working with NHS 24 in March, enquires from people with questions about Covid-19 were already high and set to grow. The pressure was on to develop a solution in record time. Ask Ave needed to help the organisation manage spikes in enquiries and provide accurate, reliable information that reflected frequently updated medical guidelines, while simultaneously enhancing customer experience.
We turned around a prototype in less than 24 hours and Ask Ave is now live.
So, what have we at Ensono Digital learned from our experience of deploying a chatbot under these circumstances?
We’re used to partnering with organisations to help them plan and deploy the right technologies to enable them to quickly scale and meet changing demands. Right now, we’re supporting clients to deal with new challenges during the pandemic, as well as accelerating longer term growth objectives as part of their emergence strategy. If that sounds like you, please leave us a message below. We’ll be happy to share more advice and talk about how we can help your business succeed.