NEJM June 18, 2020
Maguire Herriman, Elana Meer, Roy Rosin, MBA, Vivian Lee, MD, PhD, MBA, Vindell Washington, MD & Kevin G. Volpp, MD, PhD

Through a collaboration with Verily and Google, Penn Medicine was able to leverage machine learning and natural language processing to develop and launch an interactive tool to help patients get answers to their questions and an assessment of symptoms related to coronavirus. This is now publicly available worldwide through the Google Contact Center AI initiative.

Summary

When Penn Medicine decided to launch a chatbot to help patients with questions about Covid-19, leaders recognized that the kind of information patients were seeking (based on call center interactions) often requires an institution-specific response. Even standardized responses to symptom checker questions need to be crafted in a manner consistent...

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Topics: AI (Artificial Intelligence), Patient / Consumer, Provider, Technology, Voice Assistant
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