(P-IT-9) Leveraging AI Tools to Address Feedback and Enquiries More Efficiently

Background/Case Studies: The bloodbank receives approximately 50 feedback and enquiries monthly. Preparing responses is a time-consuming task, as bloodbank officers must ensure accuracy of information provided, use appropriate language, and maintain professionalism when crafting replies. Each piece of feedback is unique, necessitating a customised response that addresses the specific concerns or questions raised by the writer.

Study

Design/Methods: The bloodbank explored the use of SmartCompose and Pair Chat, AI tools that were developed and utilised across government agencies in Singapore. SmartCompose is an automatic email generation tool that leverages AI to perform simple logic checks to craft tailored email responses. It allows bloodbank officers to specify the website from which to crawl information and select the tone of the reply before generating the response. Pair Chat is an AI chatbot that supports diverse writing and data analysis and is used to further fine-tune the response while retaining its meaning or used independently if no reference to specific website is needed.

Results/Findings: To evaluate the efficacy of these AI tools, a survey was administrated to 5 bloodbank officers handling donor feedback and enquiries. The findings of this survey are presented in Table 1 below:

Table 1

Survey	Responses prepared by officers (Not using AI tools)	SmartCompose	Pair Chat
Time to draft reply for simple case	10 mins	3 mins	2 mins
Percentage of time saved for simple case	NA	70%	80%
Time to draft reply for complex case	30 mins	10 mins	5 mins
Percentage of time saved using both tools for complex case	NA	50%
*Rating for usefulness of AI tool	NA	4	5
*Rating for user friendliness of AI tool	NA	4	5

*Scale of 1 to 5, with 1 being the least user-friendly and 5 being the most user-friendly

Conclusions: The findings revealed a substantial time reduction in preparing the responses: 70–80% for simple cases, and an average of 50% when utilising SmartCompose and Pair Chat. While human vetting of responses remains essential, the usage of the tools had significantly reduced the manhours required for feedback resolution, freeing up time for the officers to handle other work tasks. The AI tools also received positive ratings for its useful features and user friendliness as depicted in Table 1 above. By adopting these AI tools, the bloodbank endeavours to maintain a consistent level of writing standards for all replies provided to feedback cases.