18-07-2025
New virtual assistant launched on NHS 111 Wales website
The AI-powered tool has been launched on the NHS 111 Wales website to guide users to trusted health information in real time.
Available in multiple languages, the assistant scans the site for relevant advice based on user prompts.
Jonny Sammut, director of digital services at the Welsh Ambulance Service, which hosts the NHS 111 Wales service, said: "111 prides itself on providing healthcare advice you can trust, which is why improving our digital offer is a piece of work which never stops.
"We also recognise that there's a vast amount of information on the 111 website which can be tricky to navigate, especially when you're feeling unwell.
"The virtual assistant helps you find answers by scanning the website for you, whether that's about a rash, sting, fever, toothache – or whatever it is that's making you feel poorly.
"This real-time access to health advice not only offers a more user-friendly experience but also enables people to make more informed decisions about their health.
"Key to its success is feedback from the public, so we'd encourage anyone who uses the virtual assistant to spare us a moment at the end of the interaction to tell us what they thought."
The Welsh Ambulance Service developed the virtual assistant in partnership with Robotics AI and DRUID AI.
Raj Sharma, vice president of sales UKI at DRUID AI, said: "At DRUID AI, we are proud to collaborate with the Welsh Ambulance Service and Robotics AI to revolutionise patient interactions with the NHS 111 Wales service.
"Our AI-driven agent is designed to elevate patient experience, ensuring that individuals receive real-time health information in a seamless, intuitive manner.
"This AI-powered solution not only improves the patient experience by delivering timely and personalised interactions but also enhances operational efficiency by alleviating pressure on call centres."
Russell Lawrie, chief executive of Robotics AI, said the project supports the Welsh Ambulance Service's goal of providing 'equitable and efficient care' across the country.
Users are encouraged to share feedback after using the virtual assistant to help improve the service.
