WHO can now provide faster, verified responses to queries; helping more people protect themselves from COVID-19

Sprinklr, the world’s leading Customer Experience Management (CXM) platform, announced new Artificial Intelligence (AI) capabilities for the World Health Organization (WHO) Health Alert interactive service on Messenger. WHO is now able to use AI to automatically reply to commonly asked questions via Messenger, significantly increasing the speed of delivery and accuracy of crucial COVID-19 facts.

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WHO Health Alert is now available in 14 languages (including Arabic, Bangla, Mandarin, Dari, English, Spanish, French, Hindi, Italian, Japanese, Pashto, Portuguese, Russian & Somali) with more languages coming. It can be accessed from WHO’s official Facebook page by selecting “Send Message” or through the dedicated Messenger link.

Sprinklr added the following AI enhancements to the WHO Health Alert service: 

• Conversational AI capabilities: The English version of the WHO Health Alert service on Messenger was enhanced with conversational AI capabilities. Users can now type concerns in natural language and obtain official WHO health information, advice, and guidance on COVID-19.
• New AI-powered answers: If automatic answers are not available for certain questions, Sprinklr analyzes these queries and automatically groups them into themes to help WHO determine which new answers should be added to the WHO Health Alert service. As a result, six new answers have been added over the past month related to questions about antibody testing, catching COVID-19 twice, the end of COVID-19, the end of the lockdown, a second COVID-19 wave, and a recovery period.
• Shareable images: The WHO Health Alert now automatically sends images illustrating country-specific COVID-19 statistics. These images will be shared when a user asks for the latest statistics of a particular country.
• Daily COVID Statistics Subscription: Users can sign up to receive a daily COVID-19 statistics flashcard from the WHO Health Alert. These alerts have helped increase engagement by six times for the service since April 2020.

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Sprinklr developed this chatbot and additional AI capabilities as part of the WHO Technology for COVID-19 Initiative, a pro-bono collaboration of technology companies brought together by WHO specifically to fight the COVID-19 pandemic.

Sprinklr Citizen Experience Management Platform

The WHO Health Alert service AI-powered bot is a capability is part of Sprinklr’s new Citizen Experience Management Platform. Sprinklr Citizen Experience Management is helping organizations make informed decisions, combat misinformation, and ensure that citizens get the facts they need.

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