New York, NY — August 31, 2020 – Sprinklr, the world’s leading Customer Experience Management (CXM) platform, today announced new Artificial Intelligence (AI) capabilities for the World Health Organization (WHO) Health Alert interactive service on Messenger. WHO is now able to use AI to automatically reply to commonly asked questions via Messenger, significantly increasing the speed of delivery and accuracy of crucial COVID-19 facts.

WHO Health Alert is now available in 14 languages (including Arabic, Bangla, Mandarin, Dari, English, Spanish, French, Hindi, Italian, Japanese, Pashto, Portuguese, Russian & Somali) with more languages coming. It can be accessed from WHO’s official Facebook page by selecting “Send Message” or through the dedicated Messenger link.

Sprinklr added the following AI enhancements to the WHO Health Alert service:

• Conversational AI capabilities: The English version of the WHO Health Alert service on Messenger was enhanced with conversational AI capabilities. Users can now type concerns in natural language and obtain official WHO health information, advice, and guidance on COVID-19.
• New AI-powered answers: If automatic answers are not available for certain questions, Sprinklr analyzes these queries and automatically groups them into themes to help WHO determine which new answers should be added to the WHO Health Alert service. As a result, six new answers have been added over the past month related to questions about antibody testing, catching COVID-19 twice, the end of COVID-19, the end of the lockdown, a second COVID-19 wave, and a recovery period.
• Shareable images: The WHO Health Alert now automatically sends images illustrating country-specific COVID-19 statistics. These images will be shared when a user asks for the latest statistics of a particular country.
• Daily COVID Statistics Subscription: Users can sign up to receive a daily COVID-19 statistics flashcard from the WHO Health Alert. These alerts have helped increase engagement by six times for the service since April 2020.

Sprinklr developed this chatbot and additional AI capabilities as part of the WHO Technology for COVID-19 Initiative, a pro-bono collaboration of technology companies brought together by WHO specifically to fight the COVID-19 pandemic.

Sprinklr Citizen Experience Management Platform

The WHO Health Alert service AI-powered bot is a capability is part of Sprinklr's new Citizen Experience Management Platform. Sprinklr Citizen Experience Management is helping organizations make informed decisions, combat misinformation, and ensure that citizens get the facts they need. Learn more about Sprinklr’s Citizen Experience Management Platform here: https://www.sprinklr.com/government/

Comments on the News:

“When people need information quickly, they want to be able to ask questions in a conversational way on the channel of their choice. Advanced AI makes this possible for the WHO, helping them provide faster and more accurate responses at scale via Messenger,” said Ragy Thomas, CEO & Founder, Sprinklr. “It’s a privilege to develop AI capabilities for the WHO Health Alert and continue support efforts to fight the pandemic.”

Additional Resources:

• Sprinklr Service
• WHO press release

About Sprinklr

Sprinklr (@Sprinklr) is the world’s most complete Customer Experience Management (CXM) platform. We help organizations listen, engage and reach customers & citizens across 25 social channels, 11 messaging channels and hundreds of millions of forums, blogs, and review sites. Sprinklr is a global company with 1,900+ employees helping brands in more than 150 countries create memorable customer experiences.

About the World Health Organization (WHO)

The World Health Organization (WHO) is building a better, healthier future for people all over the world. Working with 194 Member States, across six regions, and from more than 150 offices, WHO staff are united in a shared commitment to achieve better health for everyone, everywhere. Together we strive to combat diseases – communicable diseases like influenza and HIV, and noncommunicable diseases like cancer and heart disease. We help mothers and children survive and thrive so they can look forward to a healthy old age. We ensure the safety of the air people breathe, the food they eat, the water they drink – and the medicines and vaccines they need.