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The health department of the canton of Solothurn ensures the provision of healthcare for the inhabitants of the canton. This includes ensuring hospital care, water quality, supervision of healthcare providers and combating infectious diseases. In this context, the office also fulfills an information and prevention mandate.
Initial situation
The public's need for information on Covid-19 issues is high. This has led to many inquiries being sent to the public health department's hotline by phone and email. The workload has increased significantly as a result. To relieve the burden on staff and at the same time provide residents with a simple and modern information channel, the public health department has opted for aiaibot Enterprise Chatbot.
Idea & realization
With the introduction of aiaibot chatbots on the corona.so.ch website, the public health department is pursuing the goal of meeting information needs via another digital channel. It is important to meet visitors to the website with their concerns and to support them in finding the right answer quickly in the flood of information. The chatbot does this very professionally and obviously to the satisfaction of the population. Over 13,000 sessions have already been started in the first two months after go-live. And, of course, around the clock and not just during office hours. The bot is constantly kept up to date so that the quality of information is always high.Users can use the chatbot intuitively and find the answers they are looking for quickly and easily. With the chatbot, we are providing the people of Solothurn with a modern, dynamic and up-to-date tool with information on Covid-19. To our knowledge, it is the only chatbot in the whole of Switzerland that specifically covers the topic of Covid-19.
Only three months were needed for the set-up, implementation and test phase. At the beginning, the topics «I feel ill», «Questions about protection, testing, vaccination or the certificate» were defined in a workshop. The dialogs and content for the individual questions were then mapped in the aiaibot chatbot module and the go-live was prepared.
After the Solothurn Cantonal Tax Office, the chatbot at the Solothurn Health Office is another bot that helps the public to get answers to their questions quickly and easily. The long-term goal is to integrate the platform and the experience gained into other landing pages of the canton in the future.
Ursula Gautschi, Project Manager at the Solothurn Cantonal Health Office, comments: «Users can use the chatbot intuitively and find the answers they are looking for quickly and easily. With the chatbot, we are providing the people of Solothurn with a modern, dynamic and up-to-date tool with information on Covid-19. To our knowledge, it is the only chatbot in the whole of Switzerland that specifically covers the topic of Covid-19.»
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