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Within the Commonwealth of Massachusetts, the Department of Public Health (DPH) keeps people healthy and communities strong. The DPH promotes the health and well-being of all residents by ensuring access to high-quality public health and healthcare services, focusing on prevention and wellness, and health equity for all.
In late 2021, some cities and towns in the Commonwealth of Massachusetts mandated proof of COVID-19 vaccination for entry into certain indoor leisure venues – including dining, fitness, and entertainment.
As a result, the state of Massachusetts needed to ensure that residents could obtain their COVID-19 vaccination records, so they can enter indoor leisure events where proof of vaccination is required. Furthermore, citizens may have questions regarding missing vaccination records or may require guidance on how to obtain a digital smart health card that contains their COVID-19 vaccination record. Without the resources or guidance, healthcare providers, pharmacies, or mass.gov and the 2-1-1 hotline may become overburdened with calls and questions.
The Commonwealth of Massachusetts leveraged its existing partnership with NeuroSoph and its Specto AI (artificial intelligence) platform, which was also used to build the COVID-19 AI chatbot). NeuroSoph’s cutting-edge Specto AI platform builds secure and enterprise-ready conversational AI chatbots. Furthermore, these intelligent AI chatbots are trained on industry-specific data enabling them to understand the nuances of each industry. Using Specto, a highly scalable and intelligent conversational AI chatbot solution was deployed on myvaxrecords.mass.gov (Note: link only available to residents of Massachusetts).
As NeuroSoph successfully implemented the Specto AI platform and built the COVID-19 AI chatbot with EOTSS, a proven process was leveraged to quickly build the My Vax Records AI chatbot for DPH, which helps provide COVID-19 vaccination records.
Like for the COVID-19 chatbot, NeuroSoph used a 5-stage iterative process with DPH. Using the Specto AI platform, NeuroSoph launched a conversational AI chatbot that provides vaccination records and helps residents of Massachusetts generate a COVID-19 Smart Health Card that can be downloaded and stored on mobile phones.
5 main stages for launching the My Vax Records AI Chatbot:
| Goal | Description | Result |
|---|---|---|
|
8-week implementation of Specto conversational AI chatbot |
Due to need of rapidly delivering COVID-19 vaccination records and Smart Health Card to citizens of Massachusetts, NeuroSoph needed to operationalize the Specto AI chatbot within 8-weeks. |
The Specto AI My Vax Records chatbot was rolled out in 8-weeks on myvaxrecords.mass.gov |
|
Withstanding heavy traffic and website load |
Tests (capacity, stress, and soak) to ensure Specto AI chatbots can handle myvaxrecords.mass.gov user load and site traffic. |
Specto AI chatbots go through rigorous performance and load testing to ensure they can handle loads from myvaxrecords.mass.gov. Performance tests of bot response time is 1 second or less. |
|
90% target for AI chatbot |
As a key measure of ROI, NeuroSoph’s conversational AI chatbot needs deliver at least 90% of vaccination records without directing visitors to the Commonwealth of Massachusetts 2-1-1 call centers. |
NeuroSoph’s Specto AI chatbot can deliver over 95% of COVID-19 vaccination records without redirecting visitor to call center. |
|
Helps provide additional channel for vaccination record and COVID-19 Smart Health Cards |
There are many ways to access COVID-19 vaccination records – contact healthcare provider, contact location where the vaccine was administered (e.g. pharmacy), or online through myvaxrecords.mass.gov. |
Specto AI chatbot acts as an additional channel for obtaining a COVID-19 vaccination record. This helps ease burden from healthcare providers, pharmacies, and government call centers. My Vax Records chatbot is available online and can provide digital COVID-19 vaccination record anytime – 24/7, 365 days. |
|
Reduce calls to Commonwealth 2-1-1 call centre |
A goal is to prevent the overburden of vaccination record enquiries to 2-1-1 hotline |
Over 95% of visitors can obtain their COVID-19 vaccination records and save their Smart Health Card on their phones without further assistance. Furthermore, can help direct visitors to additional resources, such as frequently asked questions (FAQs). |
|
Data collection for feedback and continuous improvement |
Collect rich user conversational data for content development, improvements, continuous bot learning and training. |
Specto AI chatbot collects feedback to help anticipate needs and informs bot and myvaxrecord.mass.gov/ mass.gov on content updates. |
|
Specto AI My Vax Records chatbot dashboard |
Collect data from chatbot interactions for analytics and actionable insights to improve performance. |
Real time dashboard that tracks web analytics such as: - Click rates - User demographics - Devices used - In-scope vs. out-of-scope messages - User conversation history - Top bot responses |
|
Full Accessibility and 508 compliant |
Follows federal government website requirements to be safe and accessible for people with disabilities. |
Specto AI chatbots are designed to be fully accessible by all, including to those with disabilities. |
After some cities and towns from the Commonwealth of Massachusetts mandated a COVID-19 vaccination record for indoor leisure activities, residents needed guidance and an easy solution to obtain their digital COVID-19 smart health card.
NeuroSoph’s Specto conversational AI chatbot is used to augment citizen interactions at scale. The Specto AI chatbot delivers a conversational experience and helps provide an easily accessible method to obtain digital COVID-19 records online at any time – 24/7, 365 days. In addition, the My Vax Records AI chatbot can help direct people to frequently asked questioned (FAQs) regarding the storage and use of their digital smart health card.
The Commonwealth of Massachusetts continues to benefit from the successful partnership with NeuroSoph. DPH partnership with NeuroSoph leverages their Specto AI platform to build intelligent conversational chatbots that expands engagement channels, provides better customer experience, and increases the customers return on investment (ROI), as well as return on data (ROD). Most importantly, it aids in delivering services that citizens need – anywhere they need it.
The Commonwealth of Massachusetts trusts NeuroSoph to replicate its success with the COVID-19 and My Vax Records AI chatbots. Moreover, NeuroSoph is looking forward to continuing its successful partnership to bring its Specto AI chatbots to other departments of the Commonwealth. Together, they build toward a future that helps make every interaction with government easier, faster, and more secure.
Speak to NeuroSoph and find out how we can extend the intelligence of your organization.
