Building best in class chatbots: Chatbot Optimization during COVID-19

Date

Time

Duration

27 October 2021

15:00 – 16:00 CEST

1 hour

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The World Health Organization is inviting you to the second webinar of the series “Building best in class chatbots during COVID-19”. Chatbots are software programmes that interact with people over voice or text. Before COVID-19, they played an important role in healthcare and the use of AI-enabled solutions is expected to increase even more in the coming years. During the pandemic, with even some of the most resilient health systems overwhelmed, people have turned towards alternatives when it comes to information and advice for their health. For many, their mobile phone is the primary source of information and chatbots are in the spotlight now more than ever. 

In the first webinar, speakers from WHO, governments, NGOs, Academia and the private sector were brought together to discuss their experiences on building COVID-19 chatbots and share lessons learned during the pandemic.

This webinar will focus on ways to optimize COVID-19 chatbots while enhancing the AI experience. It will explore why it is important to continuously improve the functionality and content of chatbots in order to better respond to the fight against COVID-19. More specifically, the speakers will discuss and share lessons learned on how they improved chatbots based on user data and analytics and will expand more on the importance human-centered design and shifting the focus to people when designing digital products.

WHEN & WHERE: 27 October 15:00 to 16:00 (CEST) online

AGENDA:

Moderator: Catherine Cheney – Senior reporter, Devex
Opening remarks: Chief Digital Officer at Path and Co-Lead of the Center of Digital and Data Excellence
​​Setting the scene: Sara Anderson - Executive Director at Bay Area Global Health Alliance

PARTICIPANTS:
WHO encourages the participation of representatives and experts specialized or interested in digital health, health communications experts and behavioural scientists. 

ACCESS THE FIRST CHATBOT WEBINAR HERE

Panel 1 - Leveraging user insights for chatbot optimization

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Andy Pattison

 

Team Lead Digital Channels, World Health Organization

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Over the last 25 years, Andy has held a range of leadership roles in the digital space, supporting innovation across both private and public sectors. As Head of Online at the World Wide Fund for Nature International, he spearheaded the organization's first online fundraising campaign and developed its first web-based projects. While Head of Online at Credit Suisse Private Banking, Andy designed the company’s accessibility standards allowing blind clients to use previously inaccessible online services. At the Union of European Football Associations, he was responsible for bringing football from the stadium to millions of mobile phones around the world through pioneering livestreamed events and developing UEFA's first mobile services.

At WHO, Andy strives to amplify vital public health messages to more people through more channels. During the COVID-19 emergency, Andy has engaged the digital sector to support this mission and leads the Tech Task Force, a conglomerate of over 40 companies working to tackle misinformation, raise quality content and develop new digital channels. Through his work, WHO has been able to reach billions of people. Andy has also been the web lead for over 35 emergencies while at WHO, with deployments to the African Region to support both Ebola and Cholera outbreaks.

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Diego Fernández

 

Secretary of Innovation & Digital Transformation of the City of Buenos Aires

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I am passionate about technology, transformations and great challenges. After years working in the private sector and trying to bridge the gap with public management, in 2010, I joined the Buenos Aires City Government. At first I worked on education, then oversaw the Barrio 31 integration process, working in one of the most emblematic informal settlements in the country, and today I lead the Secretariat of Innovation & Digital Transformation, developing technological solutions for the City.

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Petya Kamburova

 

Senior Global Business Development Manager, Rakuten Viber

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Petya Kamburova is a business developer who identifies needs & shapes business models & strategies to foster growth. Over the last few years, she has worked with hundreds of globally present companies from various industries to create win-win integrations and campaigns, generating value for the businesses (millions of new users) and the end-users (engaging experiences). She has also been in charge of innovation, working on go-to-market strategies for new products, driving product & pioneer partner adoption & scale through holistic campaigns. She has built numerous digital user experiences and developed & designed conversational products in award-winning campaigns, connecting the dots between, different industries, the end-users, and the digital space. She was the driving force behind WHO & Rakuten Viber's Campaign "Fighting COVID-19 Misinformation Together" which launched in March 2020 and had 4 million active users shortly after.

Panel 2 – Developing successful chatbots with the focus on people

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LCDR Howard Chiou

 

Medical Officer, U.S. Centers for Disease Control and Prevention

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LCDR Howard Chiou, MD, PhD is a U.S. Public Health Service physician and medical officer at the U.S. Centers for Disease Control and Prevention (CDC). He is currently assigned to the Demand for Immunization Team in the Global Immunization Division as a resident in the CDC Preventive Medicine Residency. He was deployed as lead for the Behavior Change Unit on the CDC COVID-19 Community Interventions and Critical Populations Task Force, and, as an officer in the CDC Epidemic Intelligence Service, led the Innovation Team within the COVID-19 response at the Los Angeles County Department of Public Health. Before joining CDC, Howard’s prior research focused on culture change in hospitals, and worked as visiting faculty at Stanford University applying positive deviance methods to intensive care units before completing a transitional residency at Santa Clara Valley Medical Center. Howard is a graduate of the MD-PhD program in anthropology at Emory University, and holds an MA in Anthropological Sciences and a BS in Human Biology from Stanford University.

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Neelam Pol

   

Programme Specialist (Innovation), UNICEF India

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Neelam Pol is Programme Specialist for Innovation with UNICEF India. She is responsible for Technology for Development projects at UNICEF, and for scaling digital innovation investments made by UNICEF, in India, with a focus on open-source technologies and content. As part of her portfolio, Neelam manages U-Report India – a youth engagement platform. U-Report India engages with more than a million young people pan India through chatbot messaging on various topics like health and nutrition, life skills and career guidance, climate change, etc.

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Dr Adam Miner

 

Clinical Assistant Professor, Department of Psychiatry and Behavioral Sciences, Stanford University School of Medicine

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Dr. Miner is a licensed clinical psychologist and epidemiologist. As an Instructor in Stanford’s Department of Psychiatry and Behavioral Sciences, he uses experimental and observational studies to improve health-focused conversational artificial intelligence. His research utilizes algorithmic audits to identify broad social opportunities and risks for chatbots in health crises. Dr. Miner’s work has been published in JAMA journals and Nature Digital Medicine, and highlighted in popular media outlets such as the New York Times and the Wall Street Journal.

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