Case Study: GGD West-Brabant achieves faster COVID-19 contact tracing with CM.com chatbot

GGD West-Brabant saves 85% of monitoring time with CM.com

GGD West-Brabant, a municipal health service, faced challenges in scaling its COVID-19 contact tracing and monitoring efforts due to high call center capacity demands and customer friction from intrusive phone calls. They partnered with vendor CM.com to explore a solution using their Conversational AI Cloud and SMS services to create a more user-friendly process.

CM.com implemented an AI-powered chatbot, GGDChat, which was integrated with their Customer Data Platform to send automated daily SMS messages to contacts in quarantine. The chatbot would ask about symptoms and provide advice. This solution led to a 65% response rate and an 85% time savings for GGD West-Brabant, making monitoring significantly more efficient and effective.

GGD West-Brabant