Versus Arthritis is the UK’s largest charity dedicated to supporting people with arthritis. Launched in 2018 following the merger of the two leading arthritis charities in the UK – Arthritis Research UK and Arthritis Care – Versus Arthritis works with healthcare professionals and leading international researchers to help develop treatments and reduce the devastating impact that arthritis can have on people’s lives.
Musculoskeletal (MSK) conditions such as arthritis and back pain affect an estimated 18.8 million people across the UK. For people living with the daily impact of arthritis, as well as other MSK conditions, having easy access to accurate and up-to-date information and resources about their condition is crucial.
Aligned with the charity’s mission and objectives, Versus Arthritis launched AVA in 2016 to help tackle this challenge. AVA is a digital assistant that provides a 24/7 resource for people with arthritis and other MSK conditions seeking personalised and easily accessible self-care information.
In 2019, Filament was selected by Versus Arthritis as a strategic partner to help define and deliver a strategy for expanding AVA’s conversational AI capabilities. We partnered with Versus Arthritis to help improve the level of support the charity was able to provide to its beneficiaries by improving conversational analysis and resolution, enhancing analytics and retraining tools, and extending access via partner websites and new channels.
Our team’s first challenge was to work with Versus Arthritis on moving AVA away from its existing platform onto a more cost-effective and streamlined solution. We started by migrating around 3,000 different intents over to EBM – a significant migration task that also involved validation and testing of the existing programme.