April 20, 20 - 4:57 pm - Anna Lima

Rocket.Chat partners with Amazon and other players for digital assistance platform

Rocket.Chat, a Brazilian open source team platform with more than 350 mil customers worldwide, has partnered with Amazon, Ilhasoft, Elogroup, and Konecty to create a digital assistance platform for COVID-19. Through an AI bot, the multichannel platform manages to do screening, guidance, and teleconsultations through different channels, including Whatsapp, Facebook or inserting a live chat on websites.

Expected to reach nearly 30 million Brazilians, the joint platform is already in operation in the state of Ceará, Bahia, Alagoas, and Espírito Santo, in addition to a few other cities, according to information from Rocket.Chat.

In the state of Ceará, we’ve been in operation for a few weeks and we’ve reached almost 3 thousand calls a day, with an 8.5 (out of 10) level of satisfaction of people using the service through Whatsapp. Direct service with health specialists through chat or video call reached a satisfaction level of 9.4.

Leandro coletti, head of revenue at Rocket.Chat

“From the first data, about 56% of people are in home care (low risk) being monitored every week with digital interactions and about 17% of people were referred to the state health system,” Leandro, who has been in charge of the project, told LABS.

“The project’s main goals are to instruct registered individuals, monitor the evolution of COVID-19 disease in cases where it is necessary and help public managers to prepare equipment and beds for face-to-face care,” says the video’s description that explains the platform operation. Media: YouTube

Using an open-source system, the communication platform is adaptable for the health system of cities and states with a population of over 500 thousand residents. With a fast implementation and aiming to provide quick health assistance, the platform solves doubts about the virus and its symptoms; inform about treatment programs at a regional level; classify users by risk groups, providing care according to risk classification; and perform video calls for urgent cases.

“We realized that the numbers of states and cities range according to the engagement of each region (in cities the engagement obviously reaches higher percentages), the whole solution was prepared to serve from 500 to more than millions of residents,” details Leandro. “We make daily reports to the crisis committee linked to the governor or mayor and complete dashboards to monitor the scenarios, mainly due to the ability to generate welcoming campaigns by micro-region.”

Tested and licensed by Amazon, the solution follows international standards of data encryption and information privacy.