Let's look at the example of a customer service rep utilizing off-the-shelf tools like Zendesk or Intercom's answer bots to triage incoming inquiries.
"As customer preferences shift from traditional phone tree based call center support, chatbots offer a new support experience, while essentially solving for the age old challenge of triaging customer inquiries and routing that to the right support agent.
In addition most had standardized forms to facilitate information gathering, took a systematic approach, triaged incoming inquiries, were interested in improved science and methodology, followed the framework suggested by the 1990 CDC guidelines (CDC 1990), and had cancer cluster websites.
This standardization would allow for a more effective triage system for inquiries and more efficient focus for follow-up investigations by specialized epidemiologic teams.
At the initial triage, 30% of inquiries concerning UK qualified doctors had a high impact decision, compared with 43% for doctors who qualified elsewhere in the EU and 46% for non-EU qualified doctors.
In reviewing cancer cluster investigation practices, Kingsley et al. (2007) reported that while state protocols "were continuing to evolve" most states and territories take "a systematic approach" which includes the use of "standardized forms to facilitate information gathering, triage of incoming inquiries, and general adherence to the framework suggested by the 1990 CDC guidelines" (CDC, 1990).
At the initial triage, 30% (n=1398) of inquiries concerning doctors who qualified in the UK had a high impact decision, compared with 43% (267) for doctors who qualified elsewhere in the EU and 46% (998) for those who qualified outside the EU.
We did not include content of inquiry at the investigation stage, because allegations are not entered on the GMC database for inquiries that are closed at triage.
All inquiries go through an initial "triage" process to assess whether they raise potential questions about a doctor's fitness to practise.
We grouped records for allegations relating to the same doctor, received on the same date, and allocated to the same route at triage and treated them as a single inquiry.
§Inquiries may be associated with several categories of allegation; allegations were not recorded/analysed for inquiries that were closed at initial triage.
