NHS 111 Wales introduces AI-powered virtual assistant

NHS 111 Wales has introduced an AI-powered virtual assistant to help website users get accurate health advice more quickly.

The assistant, built in partnership with Robotics AI and DRUID AI, scans the website for information and advice based on prompts from the patient.

Jonny Sammut, director of digital services at the Welsh Ambulance Services University NHS Trust (WAST), which hosts the NHS 111 Wales service, said: “111 prides itself on providing healthcare advice you can trust, which is why improving our digital offer is a piece of work which never stops.

“We also recognise that there’s a vast amount of information on the 111 website which can be tricky to navigate, especially when you’re feeling unwell.

“The virtual assistant helps you find answers by scanning the website for you, whether that’s about a rash, sting, fever, toothache – or whatever it is that’s making you feel poorly.

“This real-time access to health advice not only offers a more user-friendly experience but also enables people to make more informed decisions about their health.

“Key to its success is feedback from the public, so we’d encourage anyone who uses the virtual assistant to spare us a moment at the end of the interaction to tell us what they thought.”

The virtual assistant, which is available in multiple languages, is part of a broader programme of work to improve the NHS 111 Wales website.

Raj Sharma, vice president of sales UKI at DRUID AI, said: “At DRUID AI, we are proud to collaborate with the Welsh Ambulance Service and Robotics AI to revolutionise patient interactions with the NHS 111 Wales service.

“Our AI-driven agent is designed to elevate patient experience, ensuring that individuals receive real-time health information in a seamless, intuitive manner.

“This AI-powered solution not only improves the patient experience by delivering timely and personalised interactions, but also enhances operational efficiency by alleviating pressure on call centres.”

Russell Lawrie, chief executive of Robotics AI, added: “We are thrilled to partner with WAST and DRUID AI to deliver a transformative solution that not only improves access to healthcare information but also supports WAST’s mission to provide equitable and efficient care for the Welsh population.

“This solution represents a significant step forward in making healthcare more inclusive, accessible, and responsive.”