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, Aaron Woods of RIBA and Harprite Purewall of Bluelight will explore the questions any organisation should ask before introducing an AI-powered chatbot:

• What problem should it solve?
• What should remain human?
• How do you protect trust and accuracy?
• What changes for the staff responsible for delivering the service?
• What would the team do differently knowing what they know now?

If you are considering AI-supported services, this session offers an honest account of the decisions, challenges and lessons involved.