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

More Videos

More Brand Posts

What are Chris Riddell's qualifications to talk about technology? What are the awards that Chris Riddell has won? I cannot seem to find ...

Tareq

Digital disruption isn’t disruption anymore: Why it’s time to refocus your business

Read more

Enterprisetalk

Mark

CMO's top 10 martech stories for the week - 9 June

Read more

Great e-commerce article!

Vadim Frost

CMO’s State of CX Leadership 2022 report finds the CX striving to align to business outcomes

Read more

Are you searching something related to Lottery and Lottery App then Agnito Technologies can be a help for you Agnito comes out as a true ...

jackson13

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

Read more

Thorough testing and quality assurance are required for a bug-free Lottery Platform. I'm looking forward to dependability.

Ella Hall

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

Read more

Blog Posts

Marketing prowess versus the enigma of the metaverse

Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.

Simone Waugh

Managing Director, Publicis Queensland

Sign in