Microsoft AI Bots Helping Frontliners

It’s no secret that the COVID-19 pandemic has overwhelmed the global healthcare system. Hospitals are struggling to cope with the influx of new patients each day. Microsoft’s AI bots, deployed by healthcare facilities around the world, aim to reduce this burden, somewhat.

Unlike other contemporary systems, the service, powered by Microsoft Azure, uses artificial intelligence (AI) and natural language processing technology to function. Hospitals can use these tools to create their own AI bots, which can then engage with people online regarding questions they might have about the state of their health.

These bots run independently from Microsoft, utilizing the respective hospital’s own resources to answer patients’ questions. These bots are able to address queries and provide information about possible ‘next steps’ if they exhibit symptoms of COVID-19.

Instead of flooding hospitals’ front desks with calls, the AI bots are able to take over this role, allowing frontline staff to focus on communicating with those who are truly sick. That said, this tech isn’t new, Microsoft deployed it over a year ago to support common virtual health assistant scenarios. But it has been adapted to suit the response to COVID-19.

According to Microsoft, creating these AI bots is easy, requiring minimal IT knowledge to operate. Since March, healthcare organisation have created 1,230 COVID-19 self-assessment bots, which have served 18 million individuals and sent 160 million messages.

In Italy, Rome’s Spallanzani Hospital, which received Europe’s first two coronavirus patients, developed a bot in a matter of a few hours. It’s goal was to help meet requests for information as quckily as possible. Helsinki University Hospital in Finland, achieved similar results with its Coronabot.

The Finnish bot, asks users questions about symptoms, potential exposure and interactions with those infected and then provides information on seeking treatment. This negates the need for patients to unnecessarily visit hospitals and risk exposure to the virus.

The same hospital is exploring additional scenarios where Microsoft’s bots may prove useful. This includes proactively communicate with patients about scheduled treatments or provide information about procedures. Microsoft’s AI tech has a future beyond the pandemic, and could be used in a variety of sectors.

Photo Credit: Microsoft