“I see AWS as one of those key components of that, but we’re really looking at how can we leverage off the best-of-breed for what’s available today.Often called a “digital front door,” helps patients gather information, check symptoms, find a provider and location. “I really see the benefit of building out a true end-to-end ecosystem, but I see it as not just one provider ,” he said. Running as a proof-of-concept also meant that eHealth Queensland could “leverage off existing contractual arrangements prior to going out to a tender process”, thus avoiding large-scale delays in piloting the technology.įurther tests are planned to bring automation to some of the service desk's backoffice processes.ĪWS is likely to form a significant part of any future production deployment, though Berndt noted other vendor technology was also likely to be incorporated. He said the agency was “treading carefully” on the introduction and scaling of machine learning and artificial intelligence.Īlthough it is building up an internal development capability, it also worked with Deloitte to “uplift” its own team’s skills in preparation for a production deployment. “We’re wanting to ensure that once we’ve proven the technology and we’ve made a decision to deploy it, that we’ve got it in a state where we’re happy with it.” We are learning as we go because this is new to us. “Part of this as a proof-of-concept is that we’re constantly getting feedback. “The success of the project will ultimately be determined by our customers. “We're answering almost 90 percent of calls now,”Berndt said. “We’re also introducing ‘Russell’ shortly,” Berndt said, though he did not explain whether the two chatbot personas would handle different types of requests.īerndt said that the chatbots had been well-received, particularly as they were able to solve problems more quickly. The solution - or at least a proof-of-concept for it in the first instance - is to use technology to get to support requests faster.īerndt said that eHealth Queensland has created a “digital employee” called Alicia - essentially a Lex-powered chatbot - to answer requests in the first instance. “We needed a better solution and approach to handle that problem.”īerndt said that wait times generally led to high abandonment rates of almost 40 percent among callers who “just couldn’t wait any further”. That’s time that our customers aren’t spending with patients, which is a huge productivity loss. “We were facing call volumes that extended our call on hold over two hours. “People would just forget their login details after a long weekend,” Berndt said. Support resources were often stretched straight after a long weekend when eHealth Queensland would see high volumes of password reset requests. “When you look at an ageing population and the cost of healthcare delivery, we really needed to ensure we were being more efficient in driving those services.” “Often our solution to our problems with call volumes and loads was to throw more resources at it, but that’s something that we simply could not sustain,” he said. “When you look at the digital hospital, integrated electronic medical records and what that’s going to be able to do for healthcare, what we need to do to support that is a very adaptable platform that we can adjust and scale as required.”īerndt said that supporting users of existing health systems was challenging enough, with high volumes of calls received and often long wait times. “We are seeing quite a significant transformation of the healthcare industry in Queensland,” Berndt said. As well as providing a platform for service automation, other AWS services such as Lex - used for chatbots - can also be plugged into it. Connect is a year-old cloud-based contact centre service offered by AWS.
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