Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study

Background: The outbreak of novel coronavirus disease 2019 (COVID-19) has led to tremendous individuals visit medical institutions for healthcare services. Public gatherings and close contact in clinics and emergency departments may increase the exposure and cross-infection of COVID-19.Objectives: T...

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Autores principales: Jinming Shi, Jinghong Gao, Yunkai Zhai, Ming Ye, Yaoen Lu, Xianying He, Fangfang Cui, Qianqian Ma, Jie Zhao
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Publicado: Frontiers Media S.A. 2021
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spelling oai:doaj.org-article:7e525fabe2ff4263b80f5b0ff8a61d1d2021-11-30T12:06:10ZConstruction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study2296-858X10.3389/fmed.2021.781781https://doaj.org/article/7e525fabe2ff4263b80f5b0ff8a61d1d2021-11-01T00:00:00Zhttps://www.frontiersin.org/articles/10.3389/fmed.2021.781781/fullhttps://doaj.org/toc/2296-858XBackground: The outbreak of novel coronavirus disease 2019 (COVID-19) has led to tremendous individuals visit medical institutions for healthcare services. Public gatherings and close contact in clinics and emergency departments may increase the exposure and cross-infection of COVID-19.Objectives: The purpose of this study was to develop and deploy an intelligent response system for COVID-19 voice consultation, to provide suggestions of response measures based on actual information of users, and screen COVID-19 suspected cases.Methods: Based on the requirements analysis of business, user, and function, the physical architecture, system architecture, and core algorithms are designed and implemented. The system operation process is designed according to guidance documents of the National Health Commission and the actual experience of prevention, diagnosis and treatment of COVID-19. Both qualitative (system construction) and quantitative (system application) data from the real-world healthcare service of the system were retrospectively collected and analyzed.Results: The system realizes the functions, such as remote deployment and operations, fast operation procedure adjustment, and multi-dimensional statistical report capability. The performance of the machine-learning model used to develop the system is better than others, with the lowest Character Error Rate (CER) 8.13%. As of September 24, 2020, the system has received 12,264 times incoming calls and provided a total of 11,788 COVID-19-related consultation services for the public. Approximately 85.2% of the users are from Henan Province and followed by Beijing (2.5%). Of all the incoming calls, China Mobile contributes the largest proportion (66%), while China Unicom and China Telecom are accounted for 23% and 11%. For the time that users access the system, there is a peak period in the morning (08:00–10:00) and afternoon (14:00–16:00), respectively.Conclusions: The intelligent response system has achieved appreciable practical implementation effects. Our findings reveal that the provision of inquiry services through an intelligent voice consultation system may play a role in optimizing the allocation of healthcare resources, improving the efficiency of medical services, saving medical expenses, and protecting vulnerable groups.Jinming ShiJinming ShiJinghong GaoJinghong GaoYunkai ZhaiMing YeMing YeYaoen LuYaoen LuXianying HeXianying HeFangfang CuiFangfang CuiQianqian MaQianqian MaJie ZhaoJie ZhaoJie ZhaoFrontiers Media S.A.articleintelligent response systemvoice consultationconstructionapplicationCOVID-19ChinaMedicine (General)R5-920ENFrontiers in Medicine, Vol 8 (2021)
institution DOAJ
collection DOAJ
language EN
topic intelligent response system
voice consultation
construction
application
COVID-19
China
Medicine (General)
R5-920
spellingShingle intelligent response system
voice consultation
construction
application
COVID-19
China
Medicine (General)
R5-920
Jinming Shi
Jinming Shi
Jinghong Gao
Jinghong Gao
Yunkai Zhai
Ming Ye
Ming Ye
Yaoen Lu
Yaoen Lu
Xianying He
Xianying He
Fangfang Cui
Fangfang Cui
Qianqian Ma
Qianqian Ma
Jie Zhao
Jie Zhao
Jie Zhao
Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study
description Background: The outbreak of novel coronavirus disease 2019 (COVID-19) has led to tremendous individuals visit medical institutions for healthcare services. Public gatherings and close contact in clinics and emergency departments may increase the exposure and cross-infection of COVID-19.Objectives: The purpose of this study was to develop and deploy an intelligent response system for COVID-19 voice consultation, to provide suggestions of response measures based on actual information of users, and screen COVID-19 suspected cases.Methods: Based on the requirements analysis of business, user, and function, the physical architecture, system architecture, and core algorithms are designed and implemented. The system operation process is designed according to guidance documents of the National Health Commission and the actual experience of prevention, diagnosis and treatment of COVID-19. Both qualitative (system construction) and quantitative (system application) data from the real-world healthcare service of the system were retrospectively collected and analyzed.Results: The system realizes the functions, such as remote deployment and operations, fast operation procedure adjustment, and multi-dimensional statistical report capability. The performance of the machine-learning model used to develop the system is better than others, with the lowest Character Error Rate (CER) 8.13%. As of September 24, 2020, the system has received 12,264 times incoming calls and provided a total of 11,788 COVID-19-related consultation services for the public. Approximately 85.2% of the users are from Henan Province and followed by Beijing (2.5%). Of all the incoming calls, China Mobile contributes the largest proportion (66%), while China Unicom and China Telecom are accounted for 23% and 11%. For the time that users access the system, there is a peak period in the morning (08:00–10:00) and afternoon (14:00–16:00), respectively.Conclusions: The intelligent response system has achieved appreciable practical implementation effects. Our findings reveal that the provision of inquiry services through an intelligent voice consultation system may play a role in optimizing the allocation of healthcare resources, improving the efficiency of medical services, saving medical expenses, and protecting vulnerable groups.
format article
author Jinming Shi
Jinming Shi
Jinghong Gao
Jinghong Gao
Yunkai Zhai
Ming Ye
Ming Ye
Yaoen Lu
Yaoen Lu
Xianying He
Xianying He
Fangfang Cui
Fangfang Cui
Qianqian Ma
Qianqian Ma
Jie Zhao
Jie Zhao
Jie Zhao
author_facet Jinming Shi
Jinming Shi
Jinghong Gao
Jinghong Gao
Yunkai Zhai
Ming Ye
Ming Ye
Yaoen Lu
Yaoen Lu
Xianying He
Xianying He
Fangfang Cui
Fangfang Cui
Qianqian Ma
Qianqian Ma
Jie Zhao
Jie Zhao
Jie Zhao
author_sort Jinming Shi
title Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study
title_short Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study
title_full Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study
title_fullStr Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study
title_full_unstemmed Construction and Application of an Intelligent Response System for COVID-19 Voice Consultation in China: A Retrospective Study
title_sort construction and application of an intelligent response system for covid-19 voice consultation in china: a retrospective study
publisher Frontiers Media S.A.
publishDate 2021
url https://doaj.org/article/7e525fabe2ff4263b80f5b0ff8a61d1d
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