How chatbots are helping in the fight against COVID-19

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Providence has been using an A.I.-powered chatbot named Grace to help handle the huge influx of people seeking medical advice. Prior to the COVID-19 pandemic, Grace was used to help connect patients with symptoms like coughing to an appropriate clinician, said Providence chief digital officer Aaron Martin.

"Maryam Gholami, Providence’s product head for design and software engineering, said her company uses Microsoft's natural-language processing technology, or NLP, so that it can better understand the nuances of communication."

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