AI Tames Quebec's Overwhelmed Health Line

Santé Québec has introduced an AI-powered virtual assistant for its Info-Santé 811 phone line to combat persistent long wait times. This new tool, available in five regions since October, allows users to submit their general information and describe symptoms online before speaking with a nurse. The goal is to streamline administrative tasks, enabling nurses to dedicate more time to user advice and clinical evaluations. Initial results from the pilot project are positive, demonstrating a reduction in average call handling times by nearly seven minutes during specific periods.

This AI initiative is part of broader efforts to improve the 811 service, which handles approximately 6,000 calls daily and frequently experiences wait times exceeding an hour, sometimes reaching two and a half hours during peak winter seasons. Another AI-driven app is already diverting calls related to influenza and gastroenteritis to non-clinical agents, successfully addressing about 36 percent of user needs without nurse intervention. Santé Québec is also working to increase staffing at its call centers.

Quebecers are advocating for the use of local talent to develop innovative digital health tools. A Montreal-based company launched its own AI chatbot, Agent Santé, to help navigate healthcare services, while a software engineer developed an app to track emergency department wait times. While Santé Québec collaborates with external partners on some projects, it emphasizes prioritizing its official government platforms for accessing health information and services.