Conversations by IF: AI triage

IF is celebrating its 10th anniversary this year, and you’re invited to join our new series of conversations. Expect insights from experts and an opportunity to discuss prospects surrounding emerging technology and trust within the IF community. Our first session will delve into the theme of ‘AI triage’. When you reach out about a product or service today, there’s a significant chance that an AI agent is the first point of contact. Sometimes this leads to quick access to useful information, and at other times it results in frustration or even inaccuracies. We aim to investigate when generative AI can be responsibly applied to enhance outcomes in public services and when it’s necessary for humans to intervene. When are human interactions crucial, and when do individuals expect them? Where do we draw the line between high-stakes and low-stakes interactions? And do people always recognise when they’re engaging with a person versus when it’s an AI-generated response? Joining us to discuss these topics, bringing their extensive experience from across the NHS, local government, and the charity sector, are: Imogen Levy, Chief Digital Officer, RSPCA (formerly NHS England) Imogen was the Head of Product for ‘First Contact: Intelligent Navigation’, the national programme enabling AI-facilitated triage and self-referral, which is currently being rolled out through the NHS App. Lingjing Yin, Head of Product, Royal Borough of Greenwich Council Lingjing oversees product transformation and service design at the Royal Borough of Greenwich, enhancing resident outcomes across various services such as social care and housing. She is also the co-leader for Greenwich’s anti-poverty initiatives. The past decade has been transformative, and the next ten promise to be even more so. We would love for you to help us launch this new chapter, enjoy some drinks and snacks, and partake in this conversation about the future.