Conversational AI and COVID-19

The COVID-19 pandemic has put a significant spotlight on digital health tools such as Virtual Visits, online scheduling, electronic check-in and 24/7 access to personal health information through virtual assistants. That increased visibility and use, coupled with increased anxiety and fear of the virus, makes connection even more important. Since this was a global issue, we asked ourselves: How do we leverage our existing technology to listen to patients’ needs during the pandemic and deliver a response tailored to those needs? The answer was our virtual assistant “Livi,” a conversational AI tool that has been improving digital communication and patient experience at UCHealth since 2017.