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WHO: Building best in class chatbots – Chatbot Optimization during COVID-19 | October 27, 2021

October 27, 2021 @ 6:00 am - 7:00 am

About the event

Alliance members PATH, Stanford, UNICEF and Sara Anderson, Bay Area Global Health Alliance’s Executive Director, took part in a webinar on chatbot optimization during COVID-19.

The World Health Organization held the second webinar of the series “Building best in class chatbots during COVID-19”. Chatbots are software programs that interact with people over voice or text. Before COVID-19, they played an important role in healthcare and the use of AI-enabled solutions is expected to increase even more in the coming years. During the pandemic, with even some of the most resilient health systems overwhelmed, people have turned towards alternatives when it comes to information and advice for their health. For many, their mobile phone is the primary source of information and chatbots are in the spotlight now more than ever.

In the first webinar, speakers from WHO, governments, NGOs, Academia and the private sector were brought together to discuss their experiences on building COVID-19 chatbots and share lessons learned during the pandemic.

This webinar focused on ways to optimize COVID-19 chatbots while enhancing the AI experience. It explored why it is important to continuously improve the functionality and content of chatbots in order to better respond to the fight against COVID-19. More specifically, the speakers discussed and shared lessons learned on how they improved chatbots based on user data and analytics and will expand more on the importance human-centered design and shifting the focus to people when designing digital products.


Moderator: Catherine Cheney – Senior reporter, Devex
Opening remarks: Chief Digital Officer at PATH and Co-Lead of the Center of Digital and Data Excellence
​​Setting the scene: Sara Anderson – Executive Director at Bay Area Global Health Alliance


Panel 1 – Leveraging user insights for chatbot optimization

Andy PattisonTeam Lead Digital Channels, World Health Organization

Diego Fernández – Secretary of Innovation & Digital Transformation of the City of Buenos Aires

Petya Kamburova – Senior Global Business Development Manager, Rakuten Viber

Panel 2 – Developing successful chatbots with the focus on people

LCDR Howard Chiou – Medical Officer, U.S. Centers for Disease Control and Prevention

Neelam Pol – Programme Specialist (Innovation), UNICEF India

Dr Adam Miner – Clinical Assistant Professor, Department of Psychiatry and Behavioral Sciences, Stanford University School of Medicine

PARTICIPANTS: WHO encourages the participation of representatives and experts specialized or interested in digital health, health communications experts and behavioral scientists. 

Register to watch the recording.


October 27, 2021
6:00 am - 7:00 am
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