Health Bot Overview

What is the Microsoft Health Bot Service?

The Health Bot Service is a SaaS solution that empowers Microsoft partners to build and deploy compliant, AI-powered health agents, allowing them to offer their users intelligent, personalized access to health-related information and interactions through a natural conversation experience. The Health Bot Service is ideal for partners such as healthcare providers, pharmaceutical companies, telemedicine providers, and health insurers. Using the service, these partners can embed a "health bot instance" in their systems to empower their patients, nurses, doctors, and other representatives to interact with medical information systems, allowing the partner to improve processes, services, and outcomes, and reduce costs. Users interact with the chat bot via text or voice in a self-service manner. The Health Bot Service implements natural language understanding (NLP) and artificial intelligence (AI) technologies to understand the users' intent and provide accurate information. For example, the Health Bot Service can help users with symptom checking. The service contains a built-in comprehensive medical database, including triage protocols. The partner's health bot instance can also be easily extended to include the partner's own scenarios and integrate with many other IT systems and data sources

Why use the Microsoft Health Bot Service?

There's an enormous opportunity to use intelligent health bot instances to make healthcare more efficient. Microsoft is on a mission to democratize AI, and doing this well means tailoring to the needs of specific industries. Today, for example, it's particularly difficult for our healthcare partners to build health bot instances that address the stringent compliance and regulatory requirements of their industry, and to integrate complex medical terms with natural language processing tools. The Microsoft Health Bot Service makes this simple by providing an extensible and easy to use management portal that partners can use to build health bot instances with an array of healthcare-specific configuration options, out-of-the-box triage and symptom checker content, as well as easy integration with our Language Understanding Intelligent Service (LUIS) and other cognitive services.

Our partners are using the Microsoft Health Bot Service to build health bot instances that address a wide range of healthcare-specific use cases. For example, insurers are using our service to build health bot instances that give their customers an easy way to look up the status of a claim and ask questions about benefits and services. Meanwhile, providers have built health bot instances that triage patient issues with a symptom checker, help patients find appropriate care, and look up nearby doctors.

Out-of-the-box AI and world knowledge capabilities

While each health bot instance is highly customizable and extensible, the Health Bot Service is built with a wide range of out-of-the-box features. The Health Bot Service leverages information from respected healthcare industry data sources to generate accurate and relevant responses. The Health Bot Service enables meaningful conversations for patients with an interactive symptom checker and uses medical content databases to answer health questions. Conversational intelligence supports layperson natural language conversations to flow and adapt dynamically as each health bot instance learns from previous interactions. The service intelligence is powered by Microsoft Cognitive Services and credible world knowledge.

Configurable and extensible

The Health Bot Service provides endless flexibility of use to Microsoft partners:

  • Unique scenarios can be authored by partners for their health bot instances to extend the baseline scenarios and support their own flows.

  • The health bot instance's behavior can be configured to match the partner's use cases, processes, and scenarios.

  • The health bot instance can easily be connected to partners' information systems---for example, systems that manage EMR, health information, and customer information.

  • The health bot instance can be easily integrated into other systems such as web sites, chat channels, and digital personal assistants.

Security and privacy

The information handled by each instance of the Health Bot Service is privacy protected to HIPAA standards and secured to the highest standards for privacy and security by Microsoft. Built on top of the industry-leading Microsoft Azure technology, the Azure architecture powers the Health Bot Service's ability to scale with resilience, while maintaining the highest standards of privacy and security.

Easy to manage

Each health bot instance is easily managed and monitored by Microsoft partners via the Health Bot Service's management portal and management API. The management portal provides the ability to define the health bot instance's behavior in fine detail and to monitor usage with built-in reports. Management API allows the partner to embed the health bot instance and to securely exchange data and information.

Common scenarios

The Health Bot Service contains built-in scenarios. Additional scenarios may be authored through the Scenario Editor.

The built-in scenarios include the following:

  • Triage/symptom checker, powered by built-in medical protocols: The end user describes a symptom to the health bot instance and the bot helps the user to understand it and suggests how to react; for example, "I have a headache."

  • General information about conditions, symptoms, causes, complications, and more: Loaded with medical content, the health bot instance can provide information about medical conditions, symptoms, causes, and complications; for example, "information about diabetes," "what are the causes of malaria," "tell me about the complications of arthritis."

  • Find doctor type: The health bot instance can recommend the appropriate type of doctor to treat an illness; for example, "What type of doctor treats diabetes?"

Examples of scenarios that are typically built by our customers as extensions using the scenario authoring elements include the following:

  • Health plan inquiries: Your health bot instance can be customized to access information about health plan details, such as pricing and benefits.

  • Finding providers: Your health bot instance can allow customers to search for doctors by specialty, in-network status, and other specifications.

  • Scheduling appointments: Your health bot instance can be designed to allow your customers to schedule appointments easily and securely.

Architecture

The Health Bot Service is a SaaS service built on top of Microsoft Azure. This multi-tenant service provides unique health bot instances for Microsoft partners. The management portal gives each partner detailed control over configuration and extensibility. Authored scenarios are unique to the partner's health bot instance. The health bot instance can be embedded within the partner's digital experience.

Trust and compliance