SEOUL, SOUTH KOREA, December 22, 2021 – To take care of citizens experiencing side effects after COVID-19 vaccination and efficiently reduce the workload of healthcare workers in district offices, Seoul introduces AI call service “Vaccine Care Call.” The program will expand to all districts after running in 13 districts first.
When health officials register the information of those reported to have side effects in the system, SKT’s AI NUGU calls the recipients to monitor their health conditions, such as pain, fever, muscle aches, and headaches.
However, human officials will make a call if the reported symptoms seem to be serious or acute. NUGU will record the calls and categorize them by symptoms so that public health centers can refer to them whenever needed. This will allow officials to keep track of the symptoms reported and take swift actions.
The SMG ran a pilot program of Vaccine Care Call with the Dobong-gu district office in October. During the program, NUGU handled 3,141 calls, or 85% of the total reports, reducing more than 100 calls a day picked up by human officials. As a result, healthcare workers showed high satisfaction rates with the program.
The official in charge at the Dobong-gu district office said, “Before introducing the Vaccine Care Call, we received too many calls to handle in a day. But thanks to the AI call, we were able to work more efficiently. Above all, it allowed our officials to deal with other tasks such as rapid response to acute side effects or compensation program for recipients with side effects.”
Notably, the Vaccine Care Call provides excellent quality of calls, alleviating the workload of healthcare personnel. Its voice recognition rate for casual conversation stood at 96.2%, and only 2% of the total calls were broken off in the middle.
Although 12 out of 25 districts are not in the program this time, Seoul will keep encouraging them to join by sharing the monthly performance analysis.
“Thanks to the MOU, we can now engage in swift monitoring with AI technologies. Monitoring through calls that used to be done by our officials will also become more efficient. We will be able to rapidly reach out to citizens showing side effects,” said Park Yoo-mi, Director General of Citizens’ Health Bureau.