AI in Aged Care: A Real-World Application Saving Time and Enhancing Service

Artificial Intelligence (AI) is more than a buzzword today, making waves across various industries with its potential to revolutionize traditional processes. However, the real-life applications of AI in aged care have been few and far between, with the majority of AI advancements remaining theoretical or experimental. One of the companies breaking this mould is Tell Touch, an Australian-based feedback and complaints system for aged care providers. 

Tell Touch has integrated AI into its feedback management system to allow aged care providers to streamline operations, save time, and enhance their services. Let's delve into how they are making this possible.

Leveraging AI for Better Communication

Tell Touch has introduced AI into their system to auto-generate draft responses to feedback and complaints, correct spelling and grammar mistakes, suggest potential ways of dealing with complaints, summarize lengthy complaints for quick scanning, and analyse data for trend identification and action suggestions. The aim is to tailor the response to the specific context, ensuring a personalized and empathetic approach to communication. 

Addressing Language Barriers

Furthermore, Tell Touch's AI corrects spelling, grammar, and typos when users type in their responses, creating a more professional and articulate communication environment. This is ideal for managers for whole English is a second language.

Suggesting Solutions and Summarizing Feedback

The AI also proposes potential ways to handle complaints, thereby providing a proactive approach to problem-solving and customer service. For lengthy complaints, the AI creates summaries, enabling quick scanning and efficient response times.

Analysing Trends

Moreover, Tell Touch's AI can analyse data to identify trends and suggest potential actions. This feature can be crucial in identifying patterns in complaints, which can help in long-term planning and improving services.

A Potential Issue: Data Security and Privacy

One pivotal aspect of deploying AI in a sensitive field like aged care is ensuring data security and privacy. Tell Touch leverages OpenAI's GPT-3.5. While the data is processed and stored in the US, OpenAI adheres to a stringent data retention policy. They commit not to use data submitted by customers to train or improve their models unless explicitly permitted. Moreover, OpenAI retains API data for 30 days strictly for abuse and misuse monitoring purposes, accessible only to a limited number of authorized personnel who adhere to confidentiality and security obligations.

The Australian Privacy Principles (APPs), which form part of Australia's Privacy Act 1988, stipulate standards, rights, and obligations around the collection, use, and disclosure of personal information. These principles imply that, if possible, all data should be processed and stored in Australia. However, at present, using AI in Australia isn't feasible. Without prejudice, we believe that Tell Touch is making reasonable efforts to comply with privacy regulations. Nonetheless, we advise providers to seek legal advice before enabling the feature.

This case study exemplifies the practical and effective use of AI in aged care. Robots doing the work of carers is a long way off! Despite valid concerns around privacy and data security, companies like Tell Touch are forging a path towards a future where AI and aged care harmoniously coexist to deliver superior services. As AI continues to evolve, we anticipate witnessing more of such transformative applications in the aged care industry.