NHS England is using an AI tool for moderation of comments on the NHS.UK website.
The Central Digital and Data Office (CDDO) has this week published a description document of the tool, which it says automates a previously manual process by using national language processing techniques.
NHS England has also pointed to the use of the tool in web page on managing patient feedback on the website.
The CDDO document says the tool, which is available on GitHub, has been built on the Flask app to run the title and body of a review against the moderation rules. If it breaches these a message is sent to the reviewer, who has the option to appeal, in which case a human moderator will check the content.
Reviews that are flagged by the algorithm as containing safeguarding concerns are automatically sent to a human for review.
The document says the benefits include reducing the demand for human moderation, providing instant feedback to reviewers in the majority of cases, more consistent moderation decisions and a more scalable service.
