Back in April, the World Health Organization launched a dedicated COVID-19 messaging service leveraging Facebook’s Messenger platform, following its release of a the project on WhatsApp a month earlier. The service was designed to provide everyone from government officials to the healthcare industry to the general population with the latest updates on the virus, including symptoms, prevention strategies, and other details. It also provides the latest situation reports and numbers in real-time to help government decision-makers protect the health of their populations.
Now, the Messenger service has been enhanced with AI capabilities from Sprinklr to give users a better and more interactive experience with even more accurate information. It also enables WHO to respond to questions more efficiently, ensuring people get the resources they need quickly.
Key new AI-powered features enabled by Sprinklr include:
Conversational AI – The English version of the WHO Health Alert service on Messenger was enhanced with conversational AI capabilities. Users can now type concerns in natural language and obtain official WHO health information, advice, and guidance on COVID-19.
AI-powered answers – If automatic answers are not available, Sprinklr analyzes queries and automatically groups them into themes to help WHO determine which new answers should be added to the WHO Health Alert service. Through this, six new answers have been added over the past month related to:
- Antibody testing
- Catching COVID-19 twice
- The end of COVID-19
- The end of lockdowns
- A second COVID-19 wave
- Recovery period.
Shareable images – The WHO Health Alert now automatically sends images displaying country-specific COVID-19 statistics. These images are shared when users ask for the latest statistics for a particular country.
Daily COVID Statistics Subscription – Users can sign up to receive a daily COVID-19 statistics flashcard from the WHO Health Alert. These alerts have helped increase engagement by six times for the service since April 2020.
The Health Alert has seen record levels of engagement since the addition of the AI technology. Within days of the new features, more than 100,000 people accessed the service and sent more than 500,000 messages and more than 430,000 data requests. In addition, 27,000 new people signed up for the daily alerts, while the repeat user rate increased to 80%.
Sprinklr developed this chatbot and additional AI capabilities as part of the WHO Technology for COVID-19 Initiative, a collaboration by technology companies brought together by WHO specifically to fight the COVID-19 pandemic.
WHO Health Alert is now available in 14 languages, with more languages coming. It can be accessed from WHO’s official Facebook page by selecting “Send Message” or through the dedicated Messenger link.