NHS chatbot may not just replace agents but improve service

The NHS (national health service) for UK residents is trialing a chatbot service that may soon replace their national hotline and enable UK citizens to ask for direct medical advice. This wasn’t always possible with existing human agents who may not have any medical background and cannot help beyond any given training or scripts. One big complaint has been that the existing service is not always reliable, with certain calls going unanswered and 111 call-takers giving out incorrect advice. The chatbot will always be available to answer and will have access to a medical database that potentially aggregates more knowledge and expertise that any human practitioner can accumulate in a single lifetime

There will also be an option to escalate a human doctor via video call.

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