This post was originally written and published by Michael Marinier, follow him on twitter @MarinierCom
South African-based Metropolitan Health is poised to launch the first commercial application of IBM Watson in Africa, taking advantage of IBM's cognitive technology to meet ever evolving customer needs.
Watson processes information more like a human than a computer—by understanding natural language, generating hypotheses based on evidence, and learning as it goes. Metropolitan Health will use this capability to ingest medical records, learn and transform health advisory services to its customers. This significant move will enhance and personalize health services in South Africa as well as the rest of the African continent.
With the growth of mobile phones on the African continent this new platform will help many who in the past did not have access to enhanced health services. IBM Watson is helping to connect, support and develop Africa in ways that are unique culturally and individually. Over time, Watson will be taught to respond where possible, directly to customer enquiries, and the convenience of having access to health and wellness information 24/7 will be made possible thereby helping to reach more Africans every year.
Dylan Garnett, CEO of Metropolitan Health, says that health technology plays a critical role in connecting the access-affordability-outcomes priorities for better health services. “IBM Watson and cognitive computing are helping us do more than simply fix basic breakdowns in treatment paths; we’re “leapfrogging” to deliver a market leading health outcome to the public. We intend to transform every customer interaction with insightful data and deliver the best personalized services and care available”
Mike Rhodin, senior vice president, IBM Watson Group added to Garnett’s comment. “Metropolitan Health’s innovative application is a good example of how Watson’s cognitive intellect has the potential to empower individuals and organizations.”
Metropolitan is using IBM Watson to create an Engagement Advisor that will fundamentally transform how individuals and companies interact. The IBM Watson Engagement Advisor will be used by customer service agents or directly by customers, delivered through the cloud and via mobile devices with the ability to:
- Meet growing customer expectations based on their past history.
- Customers can engage when it suits them.
- Gain insights from Big Data to make evidence-based, informed decisions.
The IBM Watson Engagement Advisor is being configured, trained and introduced into the Metropolitan Health customer services environment where there are more than 12 million client interactions handled each year.