" YedAI the chatbot we relied on to inform about COVID19 pandemic, helped us to organize the information that we used to answer citizen's questions at our phone line. We trusted YedAI to digitally reach populations who usually don't use official phone numbers. YedAI has already changed the way we work. We are very grateful to the team! "
The proposal was approved by the IdiSBa experts panel with the condition that the conversational bot would be implemented in collaboration with the Balearic Islands' General Department of Public Health and Citizens Inclusion who put together a team of nurses, doctors, social services, psychologists and public health technicians to offer a COVID-19 free telephone line service within office hours to help resolve all citizens' doubts related to the pandemic.
It was of utmost importance to provide accurate information to citizens and the government capability of managing the crisis was at stake. Therefore, the content creation, knowledge management process and copy skills of the team were as important as the neuronal network, the quality of code, the set up of the Amazon Web Services stack and security measures.
The conversational bot was named "Botibot": a simple mobile friendly website with an avatar wearing a facemask was created and the implementation of YedAI allowed any instance of the local Government to collect, identify and respond immediately to the population's main doubts in relation with the Sanitary Crisis, 24/7.
YedAI team of experts assigned for this case included a PhD in Physics, a Computational Linguist, a Language & Literature content editor native speaker in both chatbot languages, a Software engineer, a Systems Reliability Engineer specialized in Cloud & Security, a Fine Arts Graphic designer and an Agile Coach - Product development expert. The government information was structured and analysed by the team so that it could be evolved and updated everyday / week according to the COVID-19 situation for each of the 4 Balearic islands that form the archipelago (Mallorca, Menorca, Ibiza and Formentera). The information was related not only to Health topics, but also about Public aids, Gender violence, Work & Employment measures, Mobility & Transportation, Tourism as well as Food Safety. In this Machine Learning application, the bot learning process was fully supervised.
types of questions answered
The final Yed.ai version was able to answer more than 26,000 different questions, identifying the user specific need and displaying the most probable answer within the Public Health ad-hoc created knowledge base.
network efficiency after 10 weeks
This indicator sums up the "Correct" answers (65%) plus the "Not available/known" answers (10,8%) . The neuronal network capacity of recognizing what the bot should not answer is also considered an efficient result.
"Useful" answers rated by users
Botibot was the only chatbot of its kind within Spain that requested users for their direct feedback once each response was provided, the team was able to evaluate whether the answers were really useful from a citizens' perspective.