How Montefiore uses chatbots to guide patients in a COVID-19 hotspot

In New York City, the health system is harnessing AI to help its patient population understand CDC guidelines and its own communications. Staff wanted to offer patients the ability to be directed to Montefiore information, but also be in a position to get answers to key questions they had about COVID-19. Being in New York City, they were facing an increasing volume of calls coming into doctors’ offices, an increased demand for services, and worried patients coming into emergency rooms and hospitals. Chatbot technology was meant to be an offering to provide value to patients and direct them to the care they needed.