COVID-19 virtual agent launched by SA Health

Zoe will answer virus-related queries and take the pressure off emergency and hospital phonelines

A virtual agent going by the name of ‘Zoe’ has been launched by the South Australian health department in response to a surge in COVID-19-related queries to the state’s hospital switchboards and the 000 emergency line.

“COVID-19 presented a unique business need requiring rapid response and deployment, fitting with the product’s capabilities," a spokesperson told CMO. SA Health chief executive, Dr Chris McGowan, was aware of the product and interested in trialling it.

Available via www.sahealth.sa.gov.au, Zoe can answer a range of common COVID-19 questions and help users find the information they need through guided conversation.

“The primary objectives were to provide the public with an additional, reliable source of COVID-19 information, and ultimately allow our operational services to focus on delivering health and emergency services,” the spokesperson said.
 
The department said that between 8 April and 27 April 2020, 17,604 users made 76,359 interactions with Zoe, and 2675 users (15 per cent) completed a full question and answer dialogue path.

Created by virtual agent specialist, Clevertar, Zoe is able to work around-the-clock to answer questions and help South Australians follow official health guidelines.

“We are proud to be assisting SA Health to alleviate some of the pressures on the health system, allowing their vital staff to triage more complex enquiries and make sure everyone has access to accurate and timely information about COVID-19,” Clevertar CEO, Tanya Newhouse, said. 

While it was initially developed over just a few days, the company said it will now spend the coming weeks developing Zoe so she can answer a wider range of complex questions beyond the set of pre-defined and event provide links to additional information. 

"The next development phase is all about ensuring she has even greater capabilities and is able to answer more questions,” Newhouse said.  

The introduction of the virtual agent Zoe follows the creation of a COVID chatbot by Sydney University to answer student queries related to COVID-19. The ‘Corona-bot’, as it’s been dubbed, has been tackling hundreds of student inquiries every day. The bot provides the most appropriate answer to the question and, where necessary, directs the student to further information.

SA Health said the efficacy of Zoe for the department will be evaluated after an initial trial period.
Extended use will be subject to evolving COVID response requirements in South Australia, and business case approval.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page, or join us on Facebook: https://www.facebook.com/CMOAustralia.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: ABC's Leisa Bacon

In this episode of Conversations over a Cuppa with CMO, ABC's director of audiences, Leisa Bacon, shares how she's navigated the COVID-19 crisis, the milestones and adaptability it's ushered in, and what sustained lessons there are for marketers as we start to recover.

More Videos

Very insightful. Executive leaders can let middle managers decide on the best course of action for the business and once these plans are ...

Abi TCA

CMOs: Let middle managers lead radical innovation

Read more

One failing brand tying up with another failing brand!

Realist

Binge and The Iconic launch Inactivewear clothing line

Read more

I am 56 years old and was diagnosed with Parkinson's disease after four years of decreasing mobility to the point of having family dress ...

Nancy Tunick

The personal digital approach that's helping Vision RT ride out the crisis

Read more

I am 57 and diagnosed in June 2009. I had a very long list of symptoms, some of which were. Keeping right arm close to my side while walk...

Nancy Tunick

Gartner survey: CMO spending hit by COVID-19

Read more

Audible did such a great job on their marketing and at the same time, there are no false promises. The support, quality, variety all good...

Vitaliy Lano

Audible's brand plan to build the value of audiobooks

Read more

Blog Posts

MYOD Dataset: Building a DAM

In my first article in this MYOD [Make Your Organisation Data-Driven] series, I articulated a one-line approach to successfully injecting data into your organisation’s DNA: Using a Dataset -> Skillset -> Mindset framework. This will take your people and processes on a journey to data actualisation.

Kshira Saagar

Group director of data science, Global Fashion Group

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Bottoms up: Lockdown lessons for an inverted marketing world

The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading

Andy Gaunt

General manager, Fever-Tree Australia and New Zealand

Sign in