{"id":48021,"date":"2020-07-24T09:25:22","date_gmt":"2020-07-24T16:25:22","guid":{"rendered":""},"modified":"2020-07-24T09:25:22","modified_gmt":"2020-07-24T16:25:22","slug":"washington-governments-respond-to-covid-19-with-microsoft-chatbots","status":"publish","type":"post","link":"https:\/\/new-cm-edgedigital.pages.dev\/en-us\/industry\/microsoft-in-business\/business-transformation\/2020\/07\/24\/washington-governments-respond-to-covid-19-with-microsoft-chatbots\/","title":{"rendered":"Washington governments respond to COVID-19 with Microsoft chatbots"},"content":{"rendered":"

\"\"
\n<\/span><\/em><\/p>\n

With the U.S. Centers for Disease Control and Prevention confirming the first U.S. reported case of coronavirus<\/a> in Washington on Jan. 21, it\u2019s not surprising that the Evergreen State was proactive in battling the fast-spreading illness. Microsoft\u2019s response to the COVID-19 pandemic was equally swift in our home state<\/a>, where we partnered with agencies on the front lines to quickly and securely deploy conversational chatbots, powered by the trusted Azure cloud<\/a>, artificial intelligence<\/a> and Bot Service<\/a>. U.S. state and local governments have deployed 30 of these capable chatbots, supporting more than 10 million conversational experiences and serving a population of over 73 million users.\u00a0These six examples of innovation in Washington show how chatbots enable government continuity and deliver much-needed support and information to the public and employees.<\/p>\n

Washington State<\/span><\/b>\u00a0Department of Health<\/span><\/b>\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

When COVID-19 first appeared in Washington, the state Department of Health (DOH)<\/a> was at the forefront of the emerging pandemic. As the disease spread, one of the critical aspects of prevention was providing timely and accurate information to residents.<\/p>\n

With Microsoft offering infrastructure support, the \u201cCOVID-19 Questions?<\/a>\u201d chatbot was functioning within 3 hours by DOH IT\u2019s Chuong Nguyen<\/a> and team \u2013 and fully deployed in a little over a week, launching on March 26. The self-service interactive chatbot opens with several general FAQs, such as \u201cWhat is COVID-19?\u201d Users also can type in specific questions, allowing the chatbot to improve over time. As of June 24, the chatbot had answered 19,757 questions.<\/p>\n

Washington State<\/span><\/b> Employment Security Division<\/span><\/b><\/p>\n

An\u00a0<\/span>unprecedented surge in COVID-19-related unemployment claims<\/span>\u00a0led Washington\u2019s\u00a0<\/span>Rob Allred<\/span><\/a>\u00a0of the\u00a0<\/span>Employment Security Department (ESD)<\/span><\/a>\u00a0to move forward on a public-facing chatbot addressing\u00a0<\/span>recurring\u00a0<\/span>and\u00a0<\/span>emerging questions<\/span>. Starting with an April 6 Microsoft-ESD call, the \u201c<\/span>Employment Security virtual assistant<\/span><\/a>\u201d benefited from Department of Health\u00a0<\/span>learnings to answer questions about unemployment eligibility and benefits, the\u00a0<\/span>CARES Act<\/span><\/a>\u00a0and more. Since its April 24 launch,\u00a0<\/span>Brien Calloway<\/span><\/a>, ESD\u2019s lead software developer, reports the<\/span>\u00a0chatbot routinely answered 20,000 to 30,000 questions per week<\/span>\u00a0in the first two months, slowing to\u00a0<\/span>about 10<\/span>,000<\/span>\u00a0<\/span>weekly answers<\/span>\u00a0<\/span>as the content curation team improved responses<\/span>\u00a0and<\/span>\u00a0<\/span>increas<\/span>ed user<\/span>\u00a0satisfaction, based on feedback reports.\u00a0<\/span>\u00a0<\/span><\/p>\n

King County<\/span><\/b>\u00a0<\/span><\/p>\n

As the most populous county in Washington, King County \u2013 which includes Seattle \u2013 was deluged with coronavirus queries. In early March, Public Health – Seattle & King County<\/a> reached out to Microsoft for help in building a chatbot that could address many of the questions coming through its website, by email and COVID-19 call center. \u201cOur community was in crisis and we needed to get information out quickly,\u201d said Annie Kirk<\/a>, a program manager with Public Health\u2019s COVID-19 response.<\/p>\n

Using Microsoft and Zammo<\/a> technology, King County IT (KCIT) implemented its COVID-19 chatbot<\/a> in just one week, enabling Public Health to provide 24\/7 information to the public \u2013 freeing the COVID-19 call center nursing staff to respond to people with symptoms \u2013 and answering approximately 10,000 questions per month. The team established a two-way integration between Microsoft Dynamics CRM and Zammo’s integration module to enable higher-value bot conversations and allow the staff to easily and quickly make daily updates with the most timely, accurate information. Another impressive result: The week following launch, the team reviewed user engagement data to refine and create new content that reduced unanswered questions by 85 percent, and address top-of-mind issues and concerns. KCIT plans to use bots in exciting ways, such as providing instructions and giving directions as well as reaching new communities by expanding to include SMS (short message service) text messaging, voice assistants and adding auto-translation support.<\/p>\n

City of Seattle<\/span><\/b>\u00a0<\/span><\/p>\n

The\u00a0<\/span>March<\/span>\u00a0guidance for City of Seattle employees to telework resulted in\u00a0<\/span>the\u00a0<\/span>IT department\u2019s\u00a0<\/span>solution desk<\/span>\u00a0being inundated with questions. To overcome extensive wait times and reduce demands on staff, CTO\u00a0<\/span>Saad Bashir<\/span><\/a>\u00a0<\/span>gathered a small <\/span>team to <\/span>quickly <\/span>develop\u00a0<\/span>a\u00a0<\/span>conversational\u00a0<\/span>chatbot\u00a0<\/span>capable of\u00a0<\/span>answer<\/span>ing<\/span>\u00a0the most urgent\u00a0<\/span>employee\u00a0<\/span>questions\u00a0<\/span>on any device and providing additional resources.\u00a0<\/span><\/p>\n

Using\u00a0<\/span>Microsoft Teams<\/span><\/a>\u00a0to collaborate, the virtual team worked with\u00a0<\/span>QnA<\/span>\u00a0Maker<\/span><\/a>, the Bot Framework and other Azure tools \u2013 many for the first time \u2013 to develop the internal chatbot. In less than a week, the \u201c<\/span>IT Solution Desk Chatbot<\/span>\u201d<\/span>\u00a0<\/span>was rolled out\u00a0<\/span>March 13<\/span>\u00a0to the City\u2019s 12,000 employees. \u201c<\/span>We saw the use of the chatbot immediately spike after it was released<\/span>,\u201d said Garima Tiwari<\/a>, modernization manager, who thanked Microsoft for support to “launch the chatbot expeditiously.”<\/span><\/p>\n

Snohomish County<\/span><\/b>\u00a0<\/span><\/p>\n

Washington\u2019s fast-growing Snohomish County had the dubious distinction of being home to the country\u2019s first confirmed COVID-19 case. Anticipating the pandemic\u2019s economic impact, County executive director\u00a0Kendee\u00a0Yamaguchi<\/a> recognized the need \u201cto get a lot of information out very quickly to as many people as possible.\u201d That led to partnering with Microsoft and Zammo to implement a chatbot in just 48 hours, providing around-the clock economic development and recovery information.<\/p>\n

Announced in an\u00a0April 3 press release<\/a>, the\u00a0chatbot<\/a> has answered thousands of inquiries, with auto-translation so far enabling responses in five of the 40 available languages. Recognizing the fast adoption of voice assistants, the Snohomish team secured a unique voice domain on Amazon Alexa and Google Assistant, then deployed the bot across those conversational channels. Using Zammo\u2019s platform, the county is gaining AI-based user insights to analyze sentiments and extract keywords. That capability also uncovered the surprising realization that 44 percent of economic bot users are engaging through voice assistants.<\/p>\n

Yamaguchi said building the AI chatbot was \u201cmuch easier\u201d than expected for her non-technical team, requiring\u00a0no IT skills or additional budget.\u00a0She\u00a0shared the county\u2019s\u00a0bot experience with the\u00a0Economic Alliance Snohomish County<\/a>, which\u00a0deployed\u00a0its own chat and voice\u00a0bot, and\u00a0hosted\u00a0a\u00a0June 23 workshop<\/a>\u00a0for\u00a0members. Local business\u00a0Diedrich Espresso<\/a>\u00a0has\u00a0already\u00a0implemented a\u00a0voice\u00a0bot\u00a0to help customers\u00a0find the nearest location.<\/p>\n

City of Bellevue<\/span><\/b>\u00a0<\/span><\/p>\n

Across Lake Washington from Seattle, the\u00a0<\/span>City of Bellevue\u2019s<\/span><\/a>\u00a0<\/span>IT\u00a0<\/span>department<\/span>\u00a0<\/span>also\u00a0<\/span>faced<\/span>\u00a0<\/span>the<\/span>\u00a0<\/span>challenge<\/span>\u00a0of\u00a0<\/span>providing a rapid\u00a0<\/span>respon<\/span>se<\/span>\u00a0to employee\u00a0<\/span>work-from-home questions as well as a means of\u00a0<\/span>quickly field<\/span>ing<\/span>\u00a0<\/span>common<\/span>\u00a0public<\/span>\u00a0<\/span>inquiries<\/span>\u00a0related to the pandemic \u2013 from unemployment and health precautions to food banks and small business loans<\/span>.\u00a0<\/span>\u00a0<\/span><\/p>\n

Having read about Seattle\u2019s chatbot on LinkedIn,\u00a0<\/span>Enzhou<\/span>\u00a0Wang<\/span><\/a>,\u00a0<\/span>Cheryl Boles<\/span><\/a>\u00a0and their team wanted to replicate it and add functionality. The IT team deployed an internal chatbot in late April, followed by the public-facing \u201c<\/span>My Bellevue Chatbot for COVID-19 Questions<\/span><\/a>\u201d on May 28. Coming full circle, Wang used LinkedIn to\u00a0<\/span>announce the new chatbot<\/span><\/a>, crediting colleagues in Bellevue, Seattle and Microsoft for collaborating to \u201ctake public service to the next level!\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Respond, rebound and reimagine<\/span><\/b>\u00a0<\/span><\/p>\n

Chatbots are\u00a0<\/span>clearly<\/span>\u00a0producing significant value for\u00a0<\/span>Washington residents<\/span>\u00a0\u2013 and getting smarter\u00a0<\/span>and more capable\u00a0<\/span>as agencies add<\/span>\u00a0<\/span>answers to each knowledge base<\/span>\u00a0and expand to voice\u00a0<\/span>assistants.<\/span>\u00a0<\/span>Yet chatbots are just one way\u00a0<\/span>Microsoft is helping state and local governments<\/span>\u00a0<\/span>respond\u00a0<\/span><\/i>to<\/span>\u00a0COVID-19<\/span>\u00a0<\/span>impacts<\/span>.\u00a0<\/span>We\u2019re<\/span>\u00a0<\/span>also\u00a0<\/span>supporting efforts to\u00a0<\/span>rebound\u00a0<\/span><\/i>through collaboration, innovation and modernization with secure cloud and AI solutions. Our goal is to\u00a0<\/span>reimagine<\/span><\/i> and shape a future of economic growth, government transformation, and increased public trust and confidence. <\/span>Please learn more about\u00a0Microsoft\u2019s Healthcare Bot<\/a><\/u>\u00a0service\u202fand\u00a0visit this\u00a0resource site<\/a><\/u> for information\u00a0about\u00a0our\u00a0solutions\u00a0for\u00a0state and local governments.<\/p>\n","protected":false},"excerpt":{"rendered":"

With the U.S. Centers for Disease Control and Prevention confirming the first U.S. reported case of coronavirus in Washington on Jan. 21, it\u2019s not surprising that the Evergreen State was proactive in battling the fast-spreading illness.<\/p>\n","protected":false},"author":0,"featured_media":48024,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1536],"post_tag":[1674],"content-type":[],"coauthors":[358],"class_list":["post-48021","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-transformation","tag-government"],"yoast_head":"\nWashington governments respond to COVID-19 with Microsoft chatbots - Microsoft in Business Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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