What was the impact of the AI solution?

Microsoft said the service was used to build thousands of bots and deliver close to 1 billion messages to over 80 million people worldwide. A health bot built in partnership with Microsoft at HSE Ireland started handling 30,000 enquiries a day within a few weeks of first getting up and running.

Source

MicrosoftProductionEvidence: Medium50/100

Microsoft Azure Health Bot for Healthcare Patient Engagement

Use case typePatient engagementUpdated Jan 6, 2021

Since the start of the pandemic, Microsoft Healthcare Bot has been helping healthcare organizations build conversational bots for patient engagement, symptom triage, medical questions, and clinic location support. Microsoft moved the service to Azure as Azure Health Bot to provide enhanced security, compliance, and native Azure capabilities for healthcare scenarios. The service is designed for compliant, customizable healthcare conversational experiences and includes built-in medical databases, natural language capabilities, and templates for vaccine eligibility and related questions.

Organization: CDC
Industry: Healthcare
Location: United States
Published: January 2021

Reported outcomes

1,000,000,000 count

messages deliveredOther quantified impact

1,000 countbots built80,000,000 countpeople reached30,000 count/daydaily enquiries handled

Strategic outcomes

Customer experience & trustExpanded compliant patient engagement at scaleSpeed & agilityEnabled no-downtime migration to Azure Health BotEmployee experienceSupported nurse well-being self-assessment

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Bots built: 1,000 count increase

Microsoft Azure BlogJan 6, 2021Blog postInferred claimMedium evidence strength

built thousands of bots

Normalized claim

Messages delivered: 1,000,000,000 count increase

Microsoft Azure BlogJan 6, 2021Blog postExplicit claimMedium evidence strength

deliver close to 1 billion messages

Normalized claim

People reached: 80,000,000 count increase

Microsoft Azure BlogJan 6, 2021Blog postExplicit claimMedium evidence strength

to over 80 million people worldwide

Normalized claim

Daily enquiries handled: 30,000 count/day increase

Microsoft Azure BlogJan 6, 2021Blog postExplicit claimMedium evidence strength

started handling 30,000 enquiries a day

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: CDC, Walgreens Boots Alliance, Premera Blue Cross, Providence, American Nurses Foundation, Health Service Executive
Provider: Microsoft
Maturity: Production
Linked source: Microsoft Azure Blog

Healthcare organizations needed scalable, compliant AI-powered conversational agents to improve patient engagement, triage symptoms, answer medical questions, and support clinical and operational workflows

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 2 of 2

1Patient engagement
2Conversational assistants

Microsoft Healthcare Bot was moved to Azure as Azure Health Bot to leverage Azure security, compliance, and native service capabilities.
The service provides built-in medical databases, natural language capabilities, healthcare templates, and customization for clinical and operational use cases.
Organizations such as CDC, Walgreens, Premera Blue Cross, Providence, the American Nurses Foundation, and HSE Ireland used the bot for patient engagement and nurse well-being support.

Technologies

Azure Health Bot Microsoft Healthcare Bot Azure

Microsoft said the service was used to build thousands of bots and deliver close to 1 billion messages to over 80 million people worldwide.
A health bot built in partnership with Microsoft at HSE Ireland started handling 30,000 enquiries a day within a few weeks of first getting up and running.

Architecture

Azure Health Bot is a native Azure service that combines built-in medical databases and natural language capabilities, provides healthcare templates, and supports customization for clinical and operational scenarios. Microsoft Healthcare Bot customers can migrate to Azure Health Bot with no downtime and use Azure management tools, security, compliance, and regional deployment capabilities.

Sources & evidence1

Evidence: Medium50/100Evidence strength