The CDC COVID19 Healthcare bot
The U.S. Centers for Disease Control and Prevention (CDC) is using Microsoft's Healthcare chat bot service to power its own
COVID-19 assessment bot. The CDC's COVID-19 assessment bot is here.
The CDC's COVID-19 bot is meant to quickly assess
symptoms and risk factors and suggest a next course of action (like see a
doctor or just stay home). Microsoft's Healthcare Bot runs on Azure and was first made publicly available in February 2019.
The bot service originally began as a research project in 2017. That bot service allows users to create chat bots and AI-powered health assistants using Microsoft's service.
The Healthcare Bot service can integrate
with Electronic Health Records. In addition to the CDC, customers using this service to
build their own bots include Quest Diagnostics and Kaiser Permanente.
Providence St. Joseph Health also is using a COVID-19 screening service built using Microsoft's Healthcare
bot technology.
Microsoft's AI powered Healthcare bot service is meant to guide customers via a natural
conversation experience. It is customizable so that it can fit in with an
organization's own scenarios and protocols.
In addition to the underlying bot service, several customizable COVID-19 response templates have also been made available. These include a COVID-19 risk assessment based on CDC guidelines; COVID-19 clinical triage based on CDC protocols; COVID-19 answers to frequently asked questions; and COVID-19 worldwide metrics.
In addition to the underlying bot service, several customizable COVID-19 response templates have also been made available. These include a COVID-19 risk assessment based on CDC guidelines; COVID-19 clinical triage based on CDC protocols; COVID-19 answers to frequently asked questions; and COVID-19 worldwide metrics.
An Overview of the Microsoft Healthcare Bot
Conversational AI for Healthcare: A cloud service that
empowers healthcare organizations to build and deploy, AI-powered virtual
health assistants and chatbots that can be used to enhance their processes,
self-service, and cost reduction efforts.
Built-in healthcare intelligence: The Healthcare Bot comes with built-in healthcare AI services, including a
symptom checker and medical content from known industry resources, and language
understanding models that are tuned to understand medical and clinical
terminology.
Customizable: You will receive your own white-labeled bot instance that can be embedded within your app or website. You can customize the built-in functionality and extend to introduce your own business flows through simple and intuitive visual editing tools.
Customizable: You will receive your own white-labeled bot instance that can be embedded within your app or website. You can customize the built-in functionality and extend to introduce your own business flows through simple and intuitive visual editing tools.
Compliance: The service aligns to industry and globally recognized security and
compliance standards such as ISO 27001, 27018, and CSA Gold and GDPR and
provides tools that help our partners create HIPAA compliant solutions.
Out-of-the-box AI and world knowledge capabilities: While each health bot instance is highly customizable and
extensible, the Health Bot Service is built with a wide range of out-of-the-box
features.
- The Health Bot Service leverages information from respected healthcare industry data sources to generate accurate and relevant responses.
- The Health Bot Service enables meaningful conversations for patients with an interactive symptom checker and uses medical content databases to answer health questions.
- Conversational intelligence supports layperson natural language conversations to flow and adapt dynamically as each health bot instance learns from previous interactions. The service intelligence is powered by Microsoft Cognitive Services and credible world knowledge.
Configurable and extensible:
The Health Bot Service provides endless flexibility of use
to Microsoft partners:
- Unique
scenarios can be authored by partners for their health bot instances to
extend the baseline scenarios and support their own flows.
- The
health bot instance's behavior can be configured to match the partner's
use cases, processes, and scenarios.
- The
health bot instance can easily be connected to partners' information
systems---for example, systems that manage EMR, health information, and
customer information.
- The
health bot instance can be easily integrated into other systems such as
web sites, chat channels, and digital personal assistants.
Security and Privacy: The information handled by each instance of the Health Bot
Service is privacy protected to HIPAA standards
and secured to the highest standards for privacy and security by Microsoft.
Built on top of Microsoft
Azure technology, the Azure architecture powers the Health Bot
Service's ability to scale with resilience, while maintaining the highest
standards of privacy
and security.
Easy to manage: Each health bot instance is easily managed and monitored by
Microsoft partners via the Health Bot Service's management portal and
management API. The management portal provides the ability to define the health
bot instance's behavior in fine detail and to monitor usage with built-in
reports. Management API allows the partner to embed the health bot instance and
to securely exchange data and information.
Common Use-case scenarios:
The Health Bot Service contains built-in scenarios.
Additional scenarios may be authored through the Scenario Editor.
The built-in scenarios include the following:
- Triage/symptom
checker, powered by built-in medical protocols: The end user
describes a symptom to the health bot instance and the bot helps the user
to understand it and suggests how to react; for example, "I have a
headache."
- General
information about conditions, symptoms, causes, complications, and more: Loaded
with medical content, the health bot instance can provide information
about medical conditions, symptoms, causes, and complications; for
example, "information about diabetes," "what are the causes
of malaria," "tell me about the complications of arthritis."
- Find
doctor type: The health bot instance can recommend the
appropriate type of doctor to treat an illness; for example, "What
type of doctor treats diabetes?"
Examples of scenarios that are typically built by customers as extensions using the scenario authoring elements include the
following:
- Health
plan inquiries: Your health bot instance can be customized to
access information about health plan details, such as pricing and
benefits.
- Finding
providers: Your health bot instance can allow customers to search
for doctors by specialty, in-network status, and other specifications.
- Scheduling
appointments: Your health bot instance can be designed to allow
your customers to schedule appointments easily and securely.
Deploying
your Custom COVID-19 Healthcare Bot
Public healthcare providers on the frontline of COVID-19 response have had to act quickly to
support the sudden spike in inquiries from patients and constituents looking to
get answers to a common set of requests such as,
- Up-to-date outbreak information,
- Symptoms
- Risk factors for people worried about infection
- Suggest a next course of action.
Many of these providers have expressed
concerns with being able to support the volumes of inquiries, and consequently
have been using the Microsoft Healthcare Bot to help provide critical
information to their patients.
In a nutshell Microsoft’s Healthcare Bot is a scalable
Azure-based SaaS solution that empowers Microsoft customers and partners to
build and deploy compliant, AI-powered health agents, allowing them to offer
their users intelligent, personalized access to health-related information and
interactions through a natural conversation experience.
It is one solution that
uses AI to help the CDC and other frontline organizations to provide help
to those who need it.
The Healthcare Bot can easily be customized to suit an
organizations scenarios and protocols.
To assist in the rapid deployment of
COVID-19 specific bots Microsoft has made available a set of COVID-19 templates
that customers can use and modify:
- COVID-19
Risk Assessment
- COVID-19
Frequently Asked Questions
- COVID-19
Worldwide metrics
- COVID-19
Clinical Triage
To help you deploy your COVID-19 healthcare bot, Microsoft
has created a Reference architecture, deployment template.
Reference Architecture
The reference architecture provides guidance on a High
Availability deployment of the Healthcare Bot and associated Azure services
across 2 regions.
Note: The architecture can also be deployed in a single
region, if you choose to deploy in a single region it is recommended that you
model and estimate your peak traffic expectations to ensure that a single
region deployment is appropriate for your situation.
Alternate Schematic Representation with Workflow:
Note:
- Unless otherwise noted explicitly, the first region listed in the locations parameter (array) will represent the primary region and the second will denote the secondary region.
- The
ARM template parameter name has to be unique for each
Health Bot deployment. Use an alpha numberic value for this name
parameter. All Azure resources deployed by the ARM template will have
names prefixed with this deployment name.
- Azure
Traffic Manager is used to shift the Web Chat Client and QnA
Maker API traffic across the individual Azure App Service
instances deployed in the two regions. The end user (customer) is
responsible for configuring the respective traffic routing algorithm in
the Traffic Manager to ensure the traffic is split evenly between the App
Service instances as per their requirements.
Deployment Template
To assist in deploying the reference architecture Microsoft has developed an ARM template for you to use. The step by step
instruction to deploy and configure the reference architecture can be found
here: Deploy Microsoft Health Bot Reference Architecture
To then set up your Health Bot – follow the instruction in
the Quick Start: Setting Up Your COVID-19 Health Bot
If you are ready to deploy and would like assistance:
- Contact
your account team for a quick demo and/ or alignment of
resources.
- Speak
to one of our Health Bot Partners who can help you deploy and
customize your own COVID-19 Health Bot.
Additional Resources:
- Quick Start: Setting Up Your COVID-19 Health Bot
- Video Series – Microsoft Healthcare Bot Service for
COVID-19: Getting Started
- Demo Bot (Not COVID-19 Specific). Click on:
Try a demo of an example
- Healthcare Bot Documentation
- Blog: Delivering Information and eliminating bottlenecks
with CDC’s COVID-19 assessment bot