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Leveraging conversational technology to answer common COVID-19 questions
Mollie McKillop1, Brett R South1, Anita Preininger1
1IBM Watson Health, Cambridge, Massachusetts, USA.
Journal of the American Medical Informatics Association : JAMIA
|January 31, 2021
Summary
Conversational AI platforms like Watson Assistant rapidly deployed COVID-19 information bots globally. These tools effectively addressed urgent public health needs during the pandemic, demonstrating significant user adoption and message delivery.
Area of Science:
- Public Health
- Health Informatics
- Artificial Intelligence
Background:
- The COVID-19 pandemic created a critical need for accessible and timely health information.
- Rapidly evolving scientific understanding necessitated dynamic information dissemination strategies.
Purpose of the Study:
- To describe the deployment and adoption of conversational agents for COVID-19 information.
- To evaluate the use cases and effectiveness of AI-driven information delivery during a pandemic.
Main Methods:
- Utilized Watson Assistant (WA) platform to develop and deploy conversational agents.
- Tracked adoption metrics including user numbers, messages sent, and conversational turns.
- Analyzed deployments across governmental, employer, provider, and health plan organizations.
Main Results:
- 37 institutions across 9 countries deployed COVID-19 agents using WA.
- Over 6.8 million messages were delivered.
- Mean conversational turns per session ranged from 1.9 to 3.5, indicating active user engagement.
Conclusions:
- Conversational technologies can be rapidly deployed for pandemic response.
- AI-powered chatbots show global adoption and effectiveness in disseminating critical health information.
- This technology offers a scalable solution for public health communication challenges.
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