SPEAKER 1: Hi.
In this video, we are going to walk you
through a demo of Contact Center AI that
helps states and local governments
roll out COVID vaccines effectively.
SPEAKER 2: Hello.
I'm a Virtual Agent for the State COVID-19 Response Center.
I can help you determine when you
will be eligible for the COVID-19 vaccine,
and where you can get vaccinated.
How can I help you?
SPEAKER 1: Is the vaccine free?
SPEAKER 2: Yes, the COVID-19 vaccines
will be available at no cost.
What else can I help you with?
SPEAKER 1: Do COVID-19 vaccines contain
animal-based ingredients?
SPEAKER 2: No, the manufacturing process of the Moderna
and Pfizer BioNTech COVID-19 vaccines are cell-free,
and both vaccines contain no human or animal products,
preservatives, or adjuvants, and utilize no ingredients
of human or animal origin.
What else can I help you with?
SPEAKER 1: Am I eligible for the COVID vaccine?
SPEAKER 2: The state's prioritization strategy
for vaccine distribution is designed
to ensure early vaccination of the most vulnerable citizens.
In order to determine your eligibility,
I will need to ask you a series of questions.
Let's get started.
Are you a health care worker in the ICU, ED, or EMS,
a long-term care facility worker who regularly interacts
with residents, or a high-risk long-term care facility
patient?
SPEAKER 1: No.
SPEAKER 2: OK.
Are you a first responder, a teacher or school staff,
a public health worker, an essential frontline worker
that regularly interacts with the public, a long-term care
facility patient, or an individual
in the general population at high risk
due to comorbidities and health conditions?
SPEAKER 1: No.
SPEAKER 2: Got it.
Are you either over 65 years old,
or under 65 years old with high-risk comorbidities
and health conditions?
SPEAKER 1: No.
SPEAKER 2: OK.
We're down to the final question.
Now, tell me, are you an essential worker of any kind?
SPEAKER 1: No.
SPEAKER 2: Thank you.
I have all the information I need.
The state has adopted a multiphase approach
to vaccine distribution.
Based on your responses, you are eligible for the COVID-19
vaccine in phase 5.
You can find specific information
about vaccine availability in the state's COVID-19
vaccination program document at www.governor.state.gov.
What else can I help you with?
SPEAKER 1: Where can I get the COVID-19 vaccine?
SPEAKER 2: I'd be glad to help with that.
In order to find the closest location where
you can get a vaccination, please provide me
your five-digit zip code.
SPEAKER 1: My zip code is 10011.
SPEAKER 2: Got it.
That's 10011.
Based on this information, your closest vaccination location
is Pharmacy A at 475 Sixth Avenue, New York.
What else can I help you with?
SPEAKER 1: Is there some other location?
SPEAKER 2: The next location where
you can get a vaccine would be Pharmacy B at 205 Eighth
Avenue, New York.
What else can I help you with?
SPEAKER 1: Actually, I would prefer a hospital.
SPEAKER 2: OK.
The nearest hospital where you can get the vaccine
is Medical Center C at 325 West 15th Street, New York.
What else can I help you with?
SPEAKER 1: I want to talk to a representative.
SPEAKER 2: Sure.
Please hold while I transfer you.
SPEAKER 3: Hello.
Welcome to the State Department of Health.
How can I help you?
SPEAKER 1: Hey, so I wanted to know,
will the vaccine give me COVID?
SPEAKER 3: No.
None of the vaccines being studied
are made of materials that can cause disease.
SPEAKER 1: OK.
Can I get any allergic reaction from the COVID-19 vaccine?
SPEAKER 3: That's a great question.
People can have allergic reactions
to any medication or biological products, such as a vaccine.
Did I answer your question?
SPEAKER 1: I think so.
Thank you so much.
SPEAKER 3: OK, thank you.
Bye, bye.
SPEAKER 1: Bye.
What you just saw there was the agent getting a recommendation
from the knowledge base for the commonly-asked questions.
They did not have to look for the information.
And there's also a thumbs up or thumbs down,
which can be used by the agent to provide feedback
to the system that this response was good.
This helps the Agent Assist to incorporate the agent feedback.
Thanks for watching.
And if you're looking for more details on Contact Center AI
solution, we have included the link below.