Case Study: British Columbia Ministry of Health digitizes COVID-19 support with CGI's AI chatbot

British Columbia Ministry of Health launches AI chatbot in 2 weeks with CGI

The British Columbia Ministry of Health faced a challenge during the COVID-19 pandemic, as its Healthlink 811 call line was overwhelmed with constituent inquiries, leading to long wait times. To address this, the ministry partnered with vendor CGI and Google to rapidly develop an AI-driven solution.

CGI implemented a chatbot using Google DialogFlow and natural language processing to interpret and answer health questions. The solution was developed and launched to the public in just two weeks. It immediately streamlined queries, fielding over 15,000 data requests within its first week and providing a single source of information, which reduced the volume of calls to the 811 helpline. CGI's solution was later extended across the broader health sector.

British Columbia Ministry of Health