Case Study: Government of Telangana achieves rapid COVID-19 triage and reduces patient enquiries with Freshworks' bot-powered self-assessment tool

Telangana Government Tackles Patient Enquiries With Bot-powered Covid-19 Self-assessment Tool

The Government of Telangana faced mounting public concern and strained healthcare resources during the COVID-19 crisis as residents sought in-person care even for mild symptoms. To provide remote triage and reliable information, the state launched the T-COVID-19 app and partnered with Freshworks to deploy an India COVID-19 self-assessment bot (using Freshdesk Messaging) to help citizens evaluate symptoms, exposure and risk factors.

Freshworks delivered a WHO-guideline-based, multilingual (Telugu, Hindi, English) automated self-assessment that walked users through symptoms, exposure and medical history, flagged high-risk individuals, and directed them to nearest government-approved testing centers. The Freshworks solution deflected a huge volume of patient enquiries, reduced unnecessary hospital visits and ensured only urgent cases were escalated—optimizing use of doctors, nurses and testing facilities across Telangana.

Government of Telangana

Jayesh Ranjan

Secretary, Information Technology