AI Done Right: How AI Increased Reach While Keeping the Human Touch

What does it take to introduce AI into a service people rely on for trusted health information and support?

Epilepsy Action introduced its chatbot to help more people find answers when they need them. But building the technology was only part of the challenge. The team also had to decide what the chatbot should answer, how to maintain accuracy, when a person should step in and how it would fit into the wider service.

Kathryn Hughes of Epilepsy Action will share the reality of bringing the chatbot into a live service, before Carolyn Brown, CIO at the British Medical Association, joins the conversation to explore the wider questions around AI governance, policy and responsible adoption.

Together with Marios Chrysanthou of Bluelight, they'll explore the questions organisations should be asking as AI becomes part of the services they provide:

• What problem should AI actually solve?
• What should remain human?
• How do you protect trust and accuracy?
• What governance needs to be in place?
• How do you give people the freedom to use AI while setting clear boundaries?
• What changes for the staff responsible for delivering the service?
• What would you do differently knowing what you know now?

If you are considering AI-supported services, this session brings together real implementation experience and a wider governance perspective to explore what responsible AI adoption looks like in practice.