NHS 24 is Scotland's national telehealth and telecare organisation. This special health board runs a telephone advice and triage service that covers the out-of-hours period.
The organisation was struggling to respond to a huge peak in telephone enquiries during the COVID-19 pandemic, and needed to find a new way to give people timely access to accurate information and advice.
To support NHS 24 in scaling to meet demand and give more worried patients access to accurate information, faster, Ensono Digital designed and deployed a multi-channel chatbot.
Conceived by Cancer Central, the 'Ask Ave' chatbot was built using the Microsoft Bot Framework and SMS texts by Twilio.
Information shared by the chatbot is updated by NHS 24’s clinical team to ensure patients have access to the very latest official information and guidance. We delivered training to this team, embedding new skills and ways of working.
We turned a working prototype around in 24 hours and Ave went live just a few weeks later, providing a fast, reliable and secure new way to deliver information to patients.
to the NHS Inform site, taking pressure off over stretched contact centre teams
in first 30 days, using clinically approved information from NHS 24
than other live chatbot functions