customer_support · public · workflow
Quebec Ministry of Health deploys Botpress COVID-19 citizen chatbot in under 30 days
During the COVID-19 pandemic, Quebec's MSSS faced a significant surge in public inquiries that risked overwhelming its human-agent support infrastructure and delaying citizens' access to critical health information.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · COVID-19 inquiry surge
The MSSS witnessed a significant increase in calls and inquiries from the public as COVID-19 cases rose in Quebec.
Tools used
Botpress
Outcome
The MSSS deployed a production-ready chatbot in less than 30 days, progressively expanding it from a low-traffic pilot to high-traffic sections of the website, and the solution effectively addressed the surge in citizen inquiries.
Results
Time saved>2 weeks
Grounding & classification
Source type: vendor customer story
18 fields verified against source quotes.
chatbotconversational aichat transcriptmetric backednamed customerproduction runtime claimedtools describedworkflow describedgovernmenthealthcarethroughput increasevendor customer storycustomer supportintake to triage