Our client, UKHealth, is one of the largest healthcare service providers in the UK. UKHealth provides comprehensive healthcare services, including primary care, hospital, mental health, ambulance, and social care services to all UK citizens.
UKHealth works both at the national and local level to ensure high-quality healthcare for all UK citizens based on their medical needs, irrespective of their ability to pay for it. They make health and care services more efficient and accessible to the citizens of the UK.
Disclaimer - The name UKHealth is a placeholder as there is an NDA signed between both parties.
As the novel coronavirus got declared a global pandemic, governments and organizations worldwide started working to curb the spread of the disease. As healthcare professionals and other frontline workers grappled with the virus, another crucial problem needed attention - the crisis of misinformation, rumors, and myths regarding the coronavirus.
The fight against misinformation became just as crucial as chaos ensued. To address this issue for our client, Maruti Techlabs designed a WhatsApp chatbot to provide authentic information at the users’ fingertips. The WhatsApp chatbot addressed the fight against misinformation and raised awareness by making reliable and verified information accessible to the country's general public.
As coronavirus spread across the country, the UK citizens had a lot of questions about the spread of the virus and how they could fight against it. People usually turned to the internet, their family, friends, and neighbors to access this kind of information or reach doctors and hospitals for guidance. As not all information on the internet was verified, this led to the spread of rumors, scaremongering, and misinformation.
The healthcare workers were already stretched to their limits by the soaring numbers of COVID-19 patients. People reaching out to them for reliable answers about the virus further overburdened them, as they had to bear the brunt of the volume of queries. Most of the general high-volume queries were questions like ‘What are the symptoms of coronavirus?’ ‘What to do if I have developed mild symptoms?’ ‘Where can I get tested?’ etc., which have standard replies.
With limited human resources, dispersing the correct latest information to millions of people at the right time became challenging for the authorities. There was a lack of a unified source of information that people could depend on for relevant, verified, and real-time updates about the pandemic. Also, given the nature of the pandemic, delivering proper healthcare services to remote areas also became challenging.
Easy access to correct information was instrumental in saving lives. So, Maruti Techlabs designed a chatbot solution that would provide the latest and reliable information to people from the comfort of their homes.
Channel: One of the deciding factors in choosing the right channel for the chatbot was accessibility. Our chatbot experts decided to go ahead with WhatsApp as 66% of the internet users aged 16-64 years in the UK use WhatsApp.
Chatbot Platform: Once the channel was finalized, the challenge was to choose a bot platform that would support a massive volume of messages and deploy the chatbot on WhatsApp. We decided to go ahead with the no-code chatbot builder - WotNot. Using WotNot, the bot could be quickly built within a week, without writing a single line of code, and deployed on WhatsApp quickly.
We designed a conversational tree that branched into different use-cases addressed by the bot. Along with text, graphics and videos were also incorporated into the bot to explain things more effectively.
The conversation tree was designed to enable the citizens to find their respective queries in a minimum number of conversation steps. The chatbot could take inputs from the user wherever required. The WhatsApp bot was integrated with the knowledge base of verified information that our client, UKHealth, had provided.
We designed the WhatsApp chatbot, keeping in mind all the use-cases that could decrease the burden on the frontline healthcare workers, and at the same time, alleviate people’s fears and keep them updated with the correct information. The bot addressed the following use-cases:
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