How to use Abi

Here you will find detailed information on ways to use Abi in the maximum and experience your service to the fullest.

 

Contents

 

General information

What is Abi?

Who can use Abi as a health professional?

Who are the users?

 

Technical information

Getting started

How does Telegram work?

What happens once you activate AbiPro?

 

Answering questions

General guidelines

Style

Content of the answers

What do you do when you receive a question?

Text answers

Phone calls

 

FAQs

How long will it take you to answer?

How do Clarifications work?

Will you always receive the clarification from
the user?

What does the user see when I send an answer?

Are you paid to ask for clarification questions?

 

Emergencies

How are you paid?

Quality control

Legal issues

Contact

 

General
Information

What is Abi?

Abi is a service provided by Abi Global Health, a company registered in Ireland. Its objective is to provide health advice to users all over the world using mobile technology

Abi is the name of the chat interface that receives questions from the users, sends them to the doctors and back to the users. Technically, Abi is an artificial intelligence chatbot that uses natural language processing technology.

 

Who can use Abi as a health professional?

You can only participate as a physician if you are contacted directly by Abi Global Health or by a representative of the company. Abi will ask you if you are interested in becoming a collaborator, and then will lead you through a process of verification of your credentials. You will then be provided with an unique account number. You will need it to activate your account.

 

Who are the users?

Our users are real persons located anywhere in the world, which have subscribed Abi’s services and use it to resolve their questions regarding health-related topics (personal or general). Many Abi users are expatriates, students or other who prefer to access healthcare across borders.

 

Technical information

Getting started

To start using Abi, you need to: 

  1. Download Telegram App in your smartphone. Telegram, is a messaging App which is used by millions of persons all over the world, and that is known for its high standards in privacy and security.

    The links for the download are: 
    All available platforms
    iPhone
    Android 
     
  2. After you have downloaded the app, you can access the Abi via this link ↗ OR open Telegram and search for @AbiHealthPro in the Contacts section
  3. Click on Start to start interacting with Abi. The conversation will happen as a normal chat.
  4. Abi will ask you to enter your account number
steps.png

 

How does Telegram work?

Telegram is a chat App that is used by millions of people. It works as a chat, but has an important feature: answers can be submitted via buttons that you press instead of typing (e.g.: Send/Cancel, Yes/No, Next Question, etc). 

send-cancel.jpg
yes-no.jpg
next-guestion.jpg

We recommend you to always wait a second or two before typing an answer. If buttons don’t appear, just type your answer. 

If all buttons appear, you will have to press one of the options and wait for Abi’s reply. You can move between the button view and the text entry view by pressing the icons:

For button view

text-enty-view.jpg

For text entry view

 

What happens if you started writing an answer and it can not be sent (error appears or nothing happens image bellow):  usually this happens when you you started writing an answer too quickly (before the buttons appeared). You will have to look for the buttons and press one of them to continue using Abi, and copy/paste or write again your answer. 

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What happens once you activate AbiPro?

Once you have activated Abi, you will be sent messages inviting you to answer health questions from Abi users. To provide some context, the message includes basic information about the relevant user (Age, Gender, Location, Nationality). The amount you will be paid for answering is also displayed. 

Questions always arrive as text, but can be answered, according to the preference of the user, by text or with a telephone call (details below).


 

Answering questions

General guidelines

It is very important to understand that you don’t have to answer questions if you don’t feel comfortable with the information or the topic. Abi can send the question to other doctors, and probably one of them will be happy to answer.

We expect you to use your medical common sense to introduce only information that is in accordance with the info provided by the user. For text answers, if you need more information to answer, you should use the “Clarify” button instead of answering right away. If you are not able to give a pertinent answer, or you know another doctor might have a better answer, you can Skip the question or Cancel at any point during the process. 

 

Style

We like our doctors to use a sober and gentle style for the answers. Our users, as most people do, don’t like short and sharp answers, even if they may sometimes provide information using a truncated ‘SMS-style’ or writing. Some doctors finish their answers with sentences like “I hope this helped” or “happy to help” which our users appreciate. 

 

Content of the answer

Your answers are supposed to be informative, and to help the users with the doubts they have about their health. You are not supposed to provide diagnoses or treatments unless it is extremely clear to you and always explaining that the opinions is given according to the information available.

Since the patient remains anonymous, no patient-doctor relationship is established. It is clearly explained to the patient that Abi’s service is for general information purposes. Therefore if pressed to give a diagnosis or a treatment, always refer the patient to a local physician and explain that the service is not intended for that. You sure? This seems too extreme. It’s not a problem is they give a diagnosis and recommending treatment is a key part of the service. . .

 

What do you do when you receive a question

First, you will be notified by Abi that there is a “New question available”. If you want to see the question, just press Next Question button. 

notification-8.jpg
 

Once you push Next Question, Abi will send you the question with the info about the user, payment, and the body of the question, written by the user. Also, it will state if it requires a text answer (text) or a phone call (call). image 2

new-question.png
 

Text answers

Message answers are by nature shorter than calls, but this doesn’t imply that some “politesse” is not used. We expect you to answer to the question formulated by the user, but also to give some reassurance if the user is worried. Also, if you give advice to the patient, please provide context and supporting information.

When you receive a question which has to be answered with a message, you will be presented with 3 options. It is up to you to choose what you prefer and press the corresponding button: 

Answer the question - Press Answer

Ask the patient to clarify, in case you need more information to answer the question - Press Clarification

Ignore questions you do not want to answer - Press Skip

answer-clarify-skip.jpg
 

 

Phone calls

Some users prefer to interact through a phone call. In this case, you will be presented with the same basic information about the user, and also with information about the health question. Shortly after accepting the call, your phone will ring. You will be asked to follow very simple instructions, and then will be connected with the patient. 

Please briefly present yourself (I am Dr…from…). 

The purpose of the call is the same as the text answers: to solve health-related questions from Abi users. It is not intended for diagnosis and prescriptions. It is also not to be used as an emergency service. The topic of the call is already explained in the text message from the user. The call is recorded and securely stored for quality control purposes.


 

FAQs

How long will it take you to answer?

Most text answers will take you 1 to 3 minutes. 

For calls, it is usually less than 10 minutes. Some calls might be very quick and other might be longer, but in general we rely on your criteria for the duration of the call. 

 

How do Clarifications work?

When you send a clarification question to the user, he will receive it in his phone. The answer from the patient will come usually very quickly. You will be able to see the string of questions and answers between you and the patient. 

 

Will you always receive back the clarification from the user?

We prioritize you as the recipient of the answer, but in case you are not available, to avoid excessive time between answer and questions, another doctor will be presented the whole conversation and be able to answer. 

This can also happen the other way around: you will sometimes receive questions that have already had a clarification question from a doctor, and an answer from the patient. 

 

Are you paid to ask for clarification questions?

No. You are only paid for final answers. But we take in consideration clarification questions in the evaluation of our collaborators as positive. Positive evaluations lead to receiving more questions. 

 

What information about me is shared with the user?

To provide context to your answers, the user is presented with your Surname, Specialty and country of practice. The user will never see your contact details.

 

Emergencies

Abi is not to be used for medical emergencies. Abi’s artificial intelligence detects most cases where the question is an emergency, and does not refer it to its physicians, but to the local emergency system. 

If you detect a situation where there is a medical emergency, you should rapidly refer the user to local emergency services. 

 

How are you paid?

You will be paid end of month, the total amount corresponding to the questions answered. The price might vary, but it is fixed according to the estimated time needed for the answer and the price/minute charged by most doctors in their practice in your country. The amount paid is displayed always together with the question, so that you can chose if you want to answer or skip the question.

For text messages, the average response time is 1 to 5 minutes. For telephone calls, the average time is around 10 minutes.

You have to tell us what your preferred method of payment is: PayPal (direct payment) or Amazon Vouchers (Amazon checks).

 

Quality Control

All the answers are reviewed by the Abi medical team for quality control purposes. 

Also, the user rates satisfaction regarding the answers on a scale from 1 to 5.

 

Contact

You can contact our team at help@abi.ai

You can contact also, directly, our Chief Medical Officer (Dr. Víctor Vicens): victor.vicens@abi.ai