• Chiara Marchiori, Douglas Dykeman, Ivan Girardi, Adam Ivankay, Kevin Thandiackal, Mario Zusag, Andrea Giovannini, Daniel Karpati, and Henri Saenz.
• IBM Research, Rueschlikon, Switzerland.
• AMIA Annu Symp Proc. 2020 Jan 1; 2020: 793-802.

AbstractApplying state-of-the-art machine learning and natural language processing on approximately one million of teleconsultation records, we developed a triage system, now certified and in use at the largest European telemedicine provider. The system evaluates care alternatives through interactions with patients via a mobile application. Reasoning on an initial set of provided symptoms, the triage application generates AI-powered, personalized questions to better characterize the problem and recommends the most appropriate point of care and time frame for a consultation. The underlying technology was developed to meet the needs for performance, transparency, user acceptance and ease of use, central aspects to the adoption of AI-based decision support systems. Providing such remote guidance at the beginning of the chain of care has significant potential for improving cost efficiency, patient experience and outcomes. Being remote, always available and highly scalable, this service is fundamental in high demand situations, such as the current COVID-19 outbreak.©2020 AMIA - All rights reserved.

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