Denmark medical organization launches virtual assistant to help managed increased calls due to COVID-19

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As the coronavirus pandemic began spreading across Europe earlier this year, the number of calls to Emergency Medical Services Copenhagen quickly ramped up.

The organization, which provides emergency care for about one-third of Denmark’s population, saw calls to its emergency lines almost double after the outbreak began, with around 2,000 calls coming in daily by early March from worried people who were showing symptoms of COVID-19 or had questions about the disease, according to Microsoft.

The organization opened a second call center to handle the inquiries, but that wasn’t enough.

“We realized that many people had the same general questions,” said CEO and medical doctor Freddy Lippert. “A virtual assistant seemed like a great option to decrease the load on the workforce. Not only can it handle much more volume than the call center, it can run a symptom checker and identify high-risk patients according to medical protocols in the same way medical staff would, directing those in need to a ‘warm handover’ with a human.”

Emergency Medical Services Copenhagen is now among health care organizations in Europe and beyond using Microsoft’s Healthcare Bot service to help screen people for potential coronavirus infection and treatment. Powered by Microsoft Azure, the service uses artificial intelligence (AI) and natural language processing technology to help organizations create their own bots — in which the data is owned and solely accessible by the organization — to respond to inquiries and free up doctors, nurses and other health care professionals so they can provide critical care to patients who need it.

Microsoft’s Healthcare Bot service has been used by health care organizations for more than a year and was originally designed to support common virtual health assistant scenarios. But as the coronavirus pandemic took hold, threatening to overwhelm health care systems worldwide, organizations in the U.S., Europe and the Middle East have been using the tool to help screen patients for potential COVID-19 infection.

Read more HERE.

Published by Doug Beizer

71 Replies to “Denmark medical organization launches virtual assistant to help managed increased calls due to COVID-19”

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