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Case Study

Multichannel Guide to Citizen Services in Healthcare

ABSTRACT
Sara is the new multichannel, web, and conversational guide that helps citizens easily navigate and access the range of healthcare services offered in the Tuscany Region.

Where: italy
Challenge
The goal is to improve the quality of the citizen's digital experience by simplifying and making accessible the fragmented healthcare services that are currently spread across various physical and digital contact points such as websites, apps, phone lines, totem, and physical offices.
Approach
By utilizing human-centered design methodologies and artificial intelligence technologies applied to conversational interfaces, we have developed the first version of the first digital Single Point of Access (SPA) for citizen healthcare services at a regional level in Italy.
Digital Ecosystem
Digital Citizenship Wellbeing
Solution
Digital Ecosystem
Digital Citizenship Wellbeing
Sara is a Virtual Assistant - Digital Human that utilizes artificial intelligence to interact with citizens through text and voice. When a citizen makes a request, Sara analyzes the input text or audio using machine learning algorithms to understand the meaning and intent of the user. Subsequently, Sara uses the knowledge base and classification algorithms of all the services offered by the territorial healthcare of the Tuscany Region to generate an appropriate response and provide the requested information. Thanks to continuous adaptation to interactions with citizens and the supervisory support of human operators, Sara becomes increasingly effective and accurate in understanding needs and answering questions over time. In addition to the conversational avatar service, the solution provides citizens with a simple and intuitive search engine through which they can access services of their interest.
Results

 

 

 

 

Training of conversational AI (text and voice) on public services

 

 

User friendliness for orientation and access to services

 

 

Enhancement of service accessibility for non-digital native citizens

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Markets
Ecosystem

Impacts

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