NHS trials AI chatbot app
Mobile service seen as an alternative to its current 111 telephone service for non-emergency concerns
The UK’s National Health Service (NHS) is trialling an artificial intelligence app as an alternative to its non-emergency 111 helpline.
The app, powered by health tech firm Babylon, will be trialled in North London at the end of January for a six-month period.
Users will be encouraged to type their health concerns into the app, interacting with an artificial chatbot who responds by asking further questions.
According to the Financial Times, the app’s algorithm will “judge the urgency” of a person’s condition and then advise the patient what to do next.
The process requires around 12 back-and-forth texts and takes a minute and a half on average, compared with 10-12 minutes for an average 111 call handler.
Last month, Tangelo Games revealed it had developed a Facebook Messenger chatbot for its gaming platform, a move it says will improve customer engagement and experience.